Prolific
Senior Participant Support Advisor – Prolific
Prolific is not just another player in the AI space – we are the architects of the human data infrastructure that is reshaping the AI development landscape. In a world where foundational AI technologies are increasingly commoditized, the quality and diversity of human‑generated data truly differentiates products and models.
As the first US‑based Senior Participant Support Advisor at Prolific, you will be the first point of contact for our participants, the individuals who power research on our platform. You will join our small existing UK‑based team to deliver exceptional support, resolving queries quickly and effectively while ensuring participants have a seamless experience.
What you’ll bring to the role
Experience providing user or technical support in a SaaS or tech company, handling high volumes of customer queries.
Excellent written communication skills, with the ability to explain complex issues clearly, accurately and empathetically.
Strong troubleshooting skills, skilled at investigating issues, escalating them to the right teams and communicating technical issues effectively.
Experience working on or supporting cross‑functional projects or initiatives that improve user experience.
Ability to work and collaborate confidently and autonomously with cross‑functional teams to advocate for participants and help drive improvements.
Resilience and adaptability, ability to manage shifting priorities, handling ambiguity and maintaining focus under pressure.
Comfortable working across multiple systems, such as CRMs, ticketing platforms (we use Intercom) and internal admin tools.
What you’ll be doing in the role
Deliver outstanding support to Prolific’s participant community, resolving queries quickly, accurately and with empathy.
Investigate and resolve account and payment‑related issues, review account holds and, when needed, escalate complex technical or systemic problems.
Collaborate with Product, Human Data Ops and Legal to share insights, identify trends, and drive continuous improvement in our participant experience.
Contribute to projects and initiatives that strengthen the quality of our participant pool and improve the overall participant experience.
Maintain expertise across Prolific’s systems, policies, and features to provide up‑to‑date and accurate support.
Advocate for participants across the business by translating customer feedback into actionable recommendations.
Collaborate with the wider Support team to optimise internal processes, lead team discussions and champion change that makes support faster and smarter.
Why Prolific is a great place to work We’ve built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high‑quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.
Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission‑driven culture.
Benefits Competitive salary, benefits, and remote working.
By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific’s Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.
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As the first US‑based Senior Participant Support Advisor at Prolific, you will be the first point of contact for our participants, the individuals who power research on our platform. You will join our small existing UK‑based team to deliver exceptional support, resolving queries quickly and effectively while ensuring participants have a seamless experience.
What you’ll bring to the role
Experience providing user or technical support in a SaaS or tech company, handling high volumes of customer queries.
Excellent written communication skills, with the ability to explain complex issues clearly, accurately and empathetically.
Strong troubleshooting skills, skilled at investigating issues, escalating them to the right teams and communicating technical issues effectively.
Experience working on or supporting cross‑functional projects or initiatives that improve user experience.
Ability to work and collaborate confidently and autonomously with cross‑functional teams to advocate for participants and help drive improvements.
Resilience and adaptability, ability to manage shifting priorities, handling ambiguity and maintaining focus under pressure.
Comfortable working across multiple systems, such as CRMs, ticketing platforms (we use Intercom) and internal admin tools.
What you’ll be doing in the role
Deliver outstanding support to Prolific’s participant community, resolving queries quickly, accurately and with empathy.
Investigate and resolve account and payment‑related issues, review account holds and, when needed, escalate complex technical or systemic problems.
Collaborate with Product, Human Data Ops and Legal to share insights, identify trends, and drive continuous improvement in our participant experience.
Contribute to projects and initiatives that strengthen the quality of our participant pool and improve the overall participant experience.
Maintain expertise across Prolific’s systems, policies, and features to provide up‑to‑date and accurate support.
Advocate for participants across the business by translating customer feedback into actionable recommendations.
Collaborate with the wider Support team to optimise internal processes, lead team discussions and champion change that makes support faster and smarter.
Why Prolific is a great place to work We’ve built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high‑quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.
Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission‑driven culture.
Benefits Competitive salary, benefits, and remote working.
By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific’s Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.
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