Panel Support Specialist

The Opportunity

The UserTesting Panel is the largest global first-party validated panel of real people, who are individually reviewed and ready to deliver real human insight. As part of the Panel Operations team, your mission is to ensure that every session a customer receives from UserTesting meets our consistent standard for high-quality feedback. You will achieve this by efficiently screening videos of people who want to join the panel as well as reviewing and assessing videos of those on the panel to help them succeed on our platform. Internally, you'll work closely with a remotely-located worldwide team as well as cross-functionally with our Support, Product, and Engineering teams.

• Review and analyze videos to ensure that applicants and contributors meet technical and performance quality standards.
• Use critical thinking and problem-solving skills to troubleshoot and assess complex cases.
• Learn, utilize and multitask across a variety of internal tools and resources to efficiently analyze videos and enforce fraud prevention policies.
• Work collaboratively with the team across time zones to create and update internal resources and processes so that we convey clear, concise and consistent messaging to the Contributor Network.
• Tier 2 Panel Support: use a ticketing system to resolve support tickets that require Panel expertise.
• Gain full understanding of UserTesting's product, process and policies impacting contributors.
• Communicate trends, bugs or quality concerns to appropriate teams in a timely and direct manner.
• Engage in an active quality assurance role as UserTesting enters new international markets and lend expertise with the localization process.
• Complete ad hoc delegated tasks and assignments under Lead, Panel Operations Specialist and/or Manager, Panel Operations oversight.

What we are looking for

• Professional working proficiency in English and French, English and German, English and Spanish etc.. Proficiency in other languages is a plus
• Work experience in an analytical, customer service, or similar role
• Passion for processes yet comfortable working in the gray area
• Must be able to self-manage in a fast-paced environment with an international team
• Desire to continually learn, adapt and grow as the Company evolves
• Working knowledge of desktop and mobile devices, including operating systems, browsers, and network speeds
• Experience with productivity tools such as Microsoft or Google Suite, or other internal enterprise systems (Slack, Jira, Confluence, etc).
• Minimum Typing Speed of 55 words per minute
• Experience using a support ticketing system like Zendesk preferred
• Experience as a UserTesting contributor would be a plus

Don't meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking
• Flexible Time off
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!