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 Customer Success Specialist to join our team.

Responsibilities:

  • Be the main point of contact, and increase engagement levels with Respondents marketplace of research participants
  • Offer responsive support to research participants via Zendesk
  • Offer proactive support by taking ownership of the research participant knowledge base
  • Work with team members to reduce research participant churn
  • Advocate for research participants internally, using quantitative and qualitative data to support your position

Who are you?

  • You 1+ years of experience in a customer success role at an established customer-centric internet business
  • You understand the value of KPIs, and are comfortable having your success measured by them
  • You work to deadlines and understand that a prompt response is a contributing factor in 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

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.

However, 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
  • 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.