Customer Support Specialist

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.

Work arrangement
Yes