SUPPORT & SUCCESS SPECIALIST - CONTRACT

Panelist Support & Video Quality Analyst — Remote (Contract) About Pulse Labs Pulse Labs, backed by Google and Amazon, is a leading UX research firm at the forefront of product development. Our mission is to deliver insightful, actionable feedback across every stage of the product lifecycle — from conception through launch and beyond — empowering top tech companies to build groundbreaking products across mobile, smart home, wearables, and automotive. The Role We are seeking a detail-oriented, customer-focused professional who excels at problem-solving and thrives in a fast-paced environment. If you are passionate about delivering exceptional support, maintaining high video quality standards, and contributing to a collaborative team, this role is for you. Responsibilities Panelist Support & Ticket Management • Monitor and manage incoming support tickets via HubSpot, serving as the primary point of contact for panelists with prompt, professional communication. • Troubleshoot issues, escalate complex cases, and ensure timely resolution. • Document all interactions in HubSpot and identify trends to inform improvements to the panelist experience. Video Quality Review & Validation • Review user-submitted video content for clarity, accuracy, and adherence to guidelines. • Flag issues such as poor resolution, incomplete recordings, or misaligned audio and video. • Ensure submissions meet accessibility and research standards prior to approval. • Log issues in JIRA or Trello and collaborate with UX Operations on resolutions. Process Improvement & Collaboration • Contribute to refining video quality standards and support processes. • Partner with UX Researchers and TechOps to ensure seamless day-to-day operations. • Identify and recommend opportunities for automation and self-service improvements. • Basic Qualifications • Bachelor's degree or equivalent practical experience. • 2+ years of experience in customer or panelist support, video QA, or a related role. • Experience providing end-user technical support is required. • Familiarity with CRM and ticketing systems, with HubSpot preferred. • Strong attention to detail for audio and video review. • Excellent written and spoken English. • Ability to manage multiple priorities and deadlines in a fast-paced environment. • Preferred Qualifications • Experience working in a UX research, market research, or technology operations environment. • Familiarity with JIRA, Trello, or similar project management and issue-tracking tools. • Experience identifying and implementing process improvements or automation in a support workflow.