Participant Support Advisor

Working pattern: Thursday-Monday

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 our Participant Support Advisor at Prolific youll be the first point of contact for our participants the individuals who power research on our platform. Youll join our small existing UK based team to deliver exceptional support resolving queries quickly and effectively while ensuring participants have a seamless experience.

In this role youll collaborate closely with the wider Support function including the Academic and strategic support as well as Legal Human Data Operations and Product teams to enhance the participant experience and advocate for their needs. Alongside daily support youll contribute to projects that strengthen participant supply quality and trust helping shape a smoother more positive experience for all users on the Prolific platform

Join us in shaping the Prolific participant experience a role for someone proactive empathetic and impact-driven where youll combine autonomy and collaboration to create smoother journeys and power world-class research.

What youll bring to the role

• Experience providing user or technical support in a SaaS or tech company handling high volumes of customer queries.
• Excellent written communication skills with the ability to explain complex issues clearly accurately and empathetically.
• Strong troubleshooting skills skilled at investigating issues escalating them to the right teams and communicating technical issues effectively.
• Experience working on or supporting cross-functional projects or initiatives that improve user experience.
• Ability to work and collaborate confidently and autonomously with cross-functional teams to advocate for participants and help drive improvements.
• Resilience and adaptability ability to manage shifting priorities handling ambiguity and maintaining focus under pressure.
• Comfortable working across multiple systems such as CRMs ticketing platforms (we use Intercom) and internal admin tools.
  

What youll be doing in the role

• Deliver outstanding support to Prolifics participant community resolving queries quickly accurately and with empathy.
• Investigate and resolve account and payment-related issues review account holds and escalate complex technical or systemic problems when needed.
• Collaborate with Product Human Data Ops and Legal to share insights identify trends and drive continuous improvement in our participant experience.
• Contribute to projects and initiatives that strengthen the quality of our participant pool and improve the overall participant experience
• Maintain expertise across Prolifics systems policies and features to provide up-to-date and accurate support.
• Advocate for participants across the business by translating customer feedback into actionable recommendations.
• Collaborate with the wider Support team to optimise internal processes lead team discussions and champion change that makes support faster and smarter.

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.

Links to more information on Prolific

Benefits

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Privacy Statement

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.