Strategic & B2B Support Consultant

Prolific

Prolific is not just another player in the AI spacewe are the architects of the human data infrastructure thats reshaping the landscape of AI a world where foundational AI technologies are increasingly commoditized its the quality and diversity of human-generated data that truly differentiates products and models.

The role

As a Strategic & B2B Support Consultant at Prolific youll serve as the dedicated support for our Strategic accounts B2B data collectors and researchers and expert participant groups such as AI Taskers and Domain Experts.

Youll be joining our small but growing US based Support Team and will support all aspects of the customer experience advising on complex study design technical challenges and removing friction from the customer journey. Youll work closely with Customer Success Product Engineering and other stakeholder teams to ensure customers receive seamless high impact exceptional support.

Youll investigate and resolve participant queries relating to Strategic accounts and their studies and take initiative in sharing structured actionable feedback with those customers as well as internal stakeholder teams creating a seamless feedback loop that informs product discovery and improvements.

What youll bring to the role

• Demonstrated experience in providing exceptional technical support to SaaS and B2B
• customers understanding their unique needs and providing tailored support solutions.
• Technical acumen including familiarity with APIs and technical troubleshooting skills.
• Ability to build and maintain strong relationships with internal and external stakeholders.
• Comfort with context-switching managing multiple communication channels and quickly learning new technologies.
• Strong analytical skills and proactive initiative to anticipate customer needs addressing
• potential issues before they arise.
• Dedicated to consistently surpassing customer expectations while ensuring effective
• collaboration with internal teams.
• Demonstrated ability to act with urgency adhere to SLAs and proactively raise issues to ensure timely and effective resolution.

What youll be doing in the role

• Deliver exceptional support to Prolifics Strategic and B2B/AI customers addressing their unique needs and complex queries operating with a sense of urgency to ensure the timely resolution of customer issues.
• Manage multi-channel query resolution via the internal helpdesk and Slack and be ready to engage through video chat and any other communication platforms at short notice when needed.
• Serve as an escalation contact for Customer Success and Sales offering guidance and advice on complex customer issues and attending customer calls when required.
• Support specialist participants (AI Taskers Domain Experts) involved in Strategic customer projects ensuring timely resolution of queries and adherence to Service Level Agreements.
• Maintain up-to-date expertise across Prolifics product and new feature releases to serve as a trusted consultant for Strategic and B2B/AI customers specialist participants and internal teams.
• Maintain clear regular communication with Strategic customers when incidents or issues are raised offering updates on issue status and ensuring compliance with Service Level Agreements (SLAs).
• Proactively collect and escalate feedback from customers collaborating with Product Tech Human Data Operations and other teams to identify issues develop solutions and support improvements.

Why Prolific is a great place to work

Weve built a unique platform that connects researchers and companies with a global pool of participants enabling the collection of high-quality ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate nuanced and aligned AI systems.

We believe that the next leap in AI capabilities wont come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure Prolific is positioning itself at the forefront of the next wave of AI innovationone that reflects the breadth and the best of humanity.

Working for us will place you at the forefront of AI innovation providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary benefits and remote working within our impactful mission-driven culture.

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By submitting your application you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolifics Candidate Privacy Notice explains what personal information Prolific may process where Prolific may process your personal information its purposes for processing your personal information and the rights you can exercise over Prolific use of your personal information.