Prolific

1 week ago

Participant Support Advisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Support participants using Prolific’s platform by handling a high volume of tickets with speed, accuracy, and empathy. Investigate and resolve complex account, payment, verification, and account-hold issues, escalating systemic or technical problems when needed. Serve as a trusted support expert, share knowledge with the team, and proactively identify trends and recurring issues to improve support operations, internal workflows, guidance, and the participant experience.

Location: London

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Deliver outstanding support to Prolific’s participant community while handling a high volume of tickets with speed, accuracy, and empathy.
•Investigate and resolve complex participant issues, including account, payment, and verification queries, and review account holds.
•Act as a trusted point of expertise within the support team by sharing knowledge, supporting teammates, and improving overall support quality.
•Identify recurring pain points and operational inefficiencies, driving improvements that enhance the participant experience and reduce tickets.
•Collaborate with internal teams to advocate for participants and influence product and policy improvements.

Key Requirements

•Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company, with ownership of complex issues and mentoring or supporting colleagues.
•Proven ability to manage a high volume of customer tickets while maintaining exceptional quality, accuracy, and customer satisfaction.
•Excellent written communication skills to explain complex issues clearly, professionally, and empathetically.
•Strong troubleshooting and investigative skills, including experience collaborating with technical teams.
•Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms (Intercom), internal admin tools, and knowledge bases.

Experience:SaaSTech company

Skills:OwnershipMentoringCommunicationTroubleshootingProactive mindset

Languages:English

Tech Stack:Intercom

Company Brief

Prolific

Operates an online participant recruitment platform connecting researchers and companies with vetted participants for academic and market research studies, offering survey hosting, participant management, and data quality tools.

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: Oxford, United Kingdom

Founded: 2014

Website LinkedIn

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Prolific

1 week ago

Participant Support Advisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: London

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Deliver outstanding support to Prolific’s participant community while handling a high volume of tickets with speed, accuracy, and empathy.
•Investigate and resolve complex participant issues, including account, payment, and verification queries, and review account holds.
•Act as a trusted point of expertise within the support team by sharing knowledge, supporting teammates, and improving overall support quality.
•Identify recurring pain points and operational inefficiencies, driving improvements that enhance the participant experience and reduce tickets.
•Collaborate with internal teams to advocate for participants and influence product and policy improvements.

Key Requirements

•Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company, with ownership of complex issues and mentoring or supporting colleagues.
•Proven ability to manage a high volume of customer tickets while maintaining exceptional quality, accuracy, and customer satisfaction.
•Excellent written communication skills to explain complex issues clearly, professionally, and empathetically.
•Strong troubleshooting and investigative skills, including experience collaborating with technical teams.
•Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms (Intercom), internal admin tools, and knowledge bases.

Experience:SaaSTech company

Skills:OwnershipMentoringCommunicationTroubleshootingProactive mindset

Languages:English

Tech Stack:Intercom

Company Brief

Prolific

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: Oxford, United Kingdom

Founded: 2014

Website LinkedIn