Job Description

The Opportunity

You will primarily serve our customers; helping them to have an excellent experience with UserTesting - most interactions will be via email and chat, but you\'ll probably get a few calls during the day. You will identify and evaluate opportunities to increase customer satisfaction to achieve monthly goals of solved tickets without compromising quality. You will identify and analyse issues, patterns, and trends in customer requests & product performance.

The Team

As a member of our award-winning Support team, you will focus on delivering a world-class support experience to our Customers, and internal colleagues. You will work closely with the North American Support team as well as cross-functionally with our Quality Assurance, Product, Panel, and Professional Services teams to ensure we super-serve our users. You will also support UserTesting team members in our growing EMEA office with your product and technical expertise. You will also work with wider internal teams to identify pain points and provide product feedback.

What we are looking for

• Strong customer service experience with a desire to go above and beyond
• Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices
• Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently
• Help maintain world-class CSAT standard of 97%
• Professional written and verbal communication skills with strong attention to detail in order to craft well-written professional responses
• Must be able to self-manage and multitask in a fast-paced environment with an international team
• Desire to continually learn, adapt and work in the developing UX field
• Multilingual (German or French) is a plus
• Strong interpersonal skills, empathy and patience in every customer interaction
• Must be able to build relationships and work in tandem with other customer-facing teams
• Build and maintain relationships with our valued customers
• Ability to work the shift : Monday - Friday, 9 AM - 5:30 PM GMT

Don\'t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits

• Private medical and dental
• Monthly wellness and telecommunications reimbursements
• Work from home office equipment stipend
• Professional development stipend
• Flexible hours
• Generous holiday entitlement
• Your Birthday off!
• Mental Wellness Employee Assistance Program
• Cycle to Work scheme
• Employee Referral Programme
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Enhanced family leave
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more

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