Customer insights are critical to building successful products and services. However, finding and interviewing the right people to uncover those insights is a time-consuming, expensive process that often results in researcher frustration.
Respondent is building a new category marketplace that connects researchers with high-quality participants. By reducing research timelines from 4-6 weeks to days and shrinking costs by 90%+, we make business-changing insights available to researchers of all types -- from in-house research teams at IBM and Microsoft to startup founders hunting for product-market fit.
It simplifies the work that’s necessary to conduct quality research. Companies like IBM, Airbnb, Uber, Microsoft, Procter & Gamble and many more have already integrated us into their research processes.
We are a small, quickly growing startup. As a growing startup, all employees work up and down their verticals.
You will work on things that seem more senior than you are used to (you’ll be answering problems that no one has the answers to) while simultaneously working on things that seem more junior than you are used to--and everything in between.
Thisblog post outlines how we work as a distributed team.
Responsibilities
Be the main point of contact, and increase engagement levels with Respondent’s marketplace
Offer responsive support to researchers & research participants
Offer proactive support by taking ownership of the researcher and participant knowledge base
Work with team members to enhance and evolve the customer experience
Advocate for researchers and research participants internally, using quantitative and qualitative data to support your position to influence the product roadmap
Work with the Customer Success team to identify and implement strategies for client retention
Support internal teams and partners by handling billing/payment inquiries
Identify areas for improvement within Customer Support processes and develop unique solutions
Who are you?
You 3+ years of experience in a customer support role at an established customer-centric internet business
You have experience responding to customer support tickets/chats with a high volume
You have experience managing customer relationships with a focus on elevating the customer experience
You understand the value of KPIs, and are motivated by having your success measured by them
You work well with deadlines and understand that a prompt, thorough, and accurate response are contributing factors to an excellent experience
You speak and write clearly and prioritize effective communication
You are always researching better ways of doing things, implementing systems to ensure the outcomes of your tests are measurable, and working hard to improve in a continuous fashion
We are looking for someone who matches our level of joy for the work we do, brings something new to the team, and elevates our game.
Our values are: Always Researching, Ownership, Active Honesty, and Thriving Together. Read more about themhere.
We encourage those who are underrepresented in technology companies to apply!
Benefits
Working at Respondent is a unique experience. You will be part of a remote, diverse team. We care deeply about creating a cohesive, tight-knit culture that gets results. That’s why we offer our employees the following:
??Competitive salary & Stock options
????? A dynamic remote-first work culture with full autonomy to create and experiment!
?????High-quality medical care
?? A full office set up, including a MacBook Pro, desk, second screen, ergonomic chair, and wireless mouse & keyboard.
?? A structured remote onboarding process and continuous training with a supportive team.
?? Monthly Stipends for Learning & Development, Health & Wellness, and Family/Kids/Pets
?? Four weeks of flexible paid vacation per year (need a bit more for religious or country holidays--no problem!)
?? 12 paid holidays per year
?? Parental leave - 12 weeks fully paid with an additional optional 4 weeks unpaid
?? Company retreats for teammates to get to know one another in person (recent locations pre-Covid include New Orleans, San Antonio, and Wickenburg)!
Respondent is an equal opportunity employer
We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to solve the challenges involved in Respondent's long term success. Our dynamic team members have incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace and encourage candidates from underrepresented backgrounds to apply.
