Support & Success Specialist - Contract

Panelist Support & Video Quality Analyst — Remote (Contract)

About Pulse Labs

Pulse Labs, backed by Google and Amazon, is a leading UX research firm at the forefront of product development. Our mission is to deliver insightful, actionable feedback across every stage of the product lifecycle — from conception through launch and beyond — empowering top tech companies to build groundbreaking products across mobile, smart home, wearables, and automotive.

The Role

We are seeking a detail-oriented, customer-focused professional who excels at problem-solving and thrives in a fast-paced environment. If you are passionate about delivering exceptional support, maintaining high video quality standards, and contributing to a collaborative team, this role is for you.

Responsibilities

Panelist Support & Ticket Management

• Monitor and manage incoming support tickets via HubSpot, serving as the primary point of contact for panelists with prompt, professional communication.
• Troubleshoot issues, escalate complex cases, and ensure timely resolution.
• Document all interactions in HubSpot and identify trends to inform improvements to the panelist experience.

Video Quality Review & Validation

• Review user-submitted video content for clarity, accuracy, and adherence to guidelines.
• Flag issues such as poor resolution, incomplete recordings, or misaligned audio and video.
• Ensure submissions meet accessibility and research standards prior to approval.
• Log issues in JIRA or Trello and collaborate with UX Operations on resolutions.

Process Improvement & Collaboration

• Contribute to refining video quality standards and support processes.
• Partner with UX Researchers and TechOps to ensure seamless day-to-day operations.
• Identify and recommend opportunities for automation and self-service improvements.

• Basic Qualifications
• Bachelor's degree or equivalent practical experience.
• 2+ years of experience in customer or panelist support, video QA, or a related role.
• Experience providing end-user technical support is required.
• Familiarity with CRM and ticketing systems, with HubSpot preferred.
• Strong attention to detail for audio and video review.
• Excellent written and spoken English.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Preferred Qualifications
• Experience working in a UX research, market research, or technology operations environment.
• Familiarity with JIRA, Trello, or similar project management and issue-tracking tools.
• Experience identifying and implementing process improvements or automation in a support workflow.