Research is the foundation of great companies, which is why Respondent is revolutionizing how it’s completed.

Respondent is a two-sided marketplace that connects market and usability researchers with the highest quality research participants in the world. Our platform gives researchers a single place to quickly find the right participants for their projects, as well as schedule and pay them instantly. It simplifies the work that’s necessary to conducting quality research. Companies like IBM, Airbnb, Uber, Microsoft, Procter & Gamble and many more have already integrated us into their research processes.

Respondent is not only at the forefront of research -- we are also at the forefront of work trends. We are firm believers that the world is transitioning to a remote workforce and as a result, are an entirely distributed team. Cities are becoming more expensive, commutes are growing longer, and people are spending less time focusing on their families and themselves. Working on a distributed team gives our team members the chance to live in more affordable and desirable locations, take care of their loved ones, and do what they love. For instance, our employees have the freedom to travel regularly, work out when they want to, and enjoy their hobbies. They work hard, but are able to prioritize their lives as well.

Respondent is a truly global, fully remote, and high-impact workforce, and are excited to announce we’re looking for a passionate and talented Services Lead to join our team.

Responsibilities:

  • You will manage a team of four people who are laser-focused on ensuring an exceptional post sign-up customer experience.
  • You will reshape the benchmarks and KPIs for each of the different divisions under your purview: customer success, professional services, and study filling.
  • You will act as a point of support for customer inquiries that need escalation.
  • You will optimize current systems and bridge gaps in communication between different business functions.
  • You will support the continued career growth of your direct reports.
  • You will drive the onboarding and communications experience for clients on both sides of our marketplace.
  • You will rely heavily on data to inform which initiatives to pursue to test their effectiveness and improve upon their implementation.

Who are you?

  • You are customer-centric while remaining focused on bringing people management and performance to scale.
  • You are comfortable with data: gathering, manipulating and presenting.
  • You have at least five years of experience in customer success and/or operations roles.
  • You have experience managing teams and are looking to elevate your own game by improving everybody else’s.
  • You are always researching better ways of doing things.
  • You take ownership of your wins (and your losses).
  • You are actively honest in all communication.
  • You believe that teams who embrace diversity and thrive together are most likely to win.

Job Conditions

  • Work remotely from anywhere while working a US time zone
  • Flexible schedule and a goal-oriented culture
  • Fun work environment and company culture with an upbeat motivated team

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. A sense of humor, a lack of ego, and a desire to do great work is essential.

Benefits:

Working at Respondent is a unique experience. You will be part of a remote, diversified team around the U.S. and world, giving you the flexibility to fit work into your life in whatever way you want.

We care deeply about creating a cohesive, tight-knit culture that gets results. That’s why we offer our employees the following:

  • A new office set up, including a new Macbook Pro, desk, second screen, ergonomic chair, and wireless mouse & keyboard
  • Health insurance for US-based employees (non-US employees receive a healthcare stipend)
  • Four weeks of flexible vacation (need a bit more--no problem!)
  • Stock options
  • Company retreat for teammates to get to know one another in-person: our last retreat was in New Orleans!

Respondent is an equal opportunity employer

Respondent provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.