Customer Support Specialist (UK / EMEA, Remote)
TLDR
Drive participant recruitment workflows, troubleshoot user issues, and improve support efficiency through documentation, process improvements, and AI.
UK or EMEA | Fully remote 🌍
About Optimal
At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.
What you will do:
- Handle inbound support inquiries via Intercom
- Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues
- Troubleshoot user issues and identify bugs or usability concerns
- Collaborate with Product and Success teams to improve the customer journey
- Help maintain and evolve internal and external documentation
- Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience
What success looks like:
- Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback
- Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations
- Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product
- Internal and external documentation is clear, up-to-date, and contributes to self-service success
- AI and automation are leveraged effectively, helping reduce manual load and improve resolution time
What you'll bring:
- 2+ years in a Customer Support role, ideally SaaS/tech
- Able to manage a high volume of information and juggle multiple priorities at once
- Self-starter, comfortable working remotely and asynchronously
- Excellent written English
- Familiarity with Intercom, Slack, Notion, Google Workspace
- Strong judgment, empathetic and solutions-oriented
- Experience with third-party service providers
What's in it for you:
- Competitive salary that reflects your skills and experience, plus an opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
- Annual wellbeing allowance and support
- Generous annual learning and development support
- Home office set-up support
- 4 weeks annual leave plus an additional day off on your birthday
- Opportunities for professional growth and development
- Flexible, remote working (this role can be based in the UK or EMEA)
If this sounds like a role that excites you, apply today. We'll be interviewing as applications come in.
Benefits
Home Office Stipend
Home office set-up support
Learning Budget
Opportunities for professional growth and development
Paid Time Off
4 weeks annual leave plus an additional day off on your birthday
Remote-Friendly
Flexible, remote working (this role can be based in the UK or EMEA)
Stock Options
opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
Wellness Stipend
Annual wellbeing allowance and support
Optimal Workshop creates robust research tools that empower teams to make data-driven decisions. Our solutions are utilized by leading brands to enhance user experience through deep insights, emphasizing the value of both customer and employee perspectives.