Support & Success Specialist (x2)

This is a 100% remote role contract role. We are seeking detail-oriented, customer-focused professionals who excel in problem-solving and thrive in a fast-paced environment. If you are passionate about exceptional service, video quality assurance, and collaborative teamwork, this role is for you. Key Responsibilities: Panelist Support & Ticket Management Monitor and manage incoming support tickets via HubSpot. Serve 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 improve 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/video. Ensure submissions meet accessibility and research standards before approval. Log issues in JIRA/Trello and collaborate with UX Operations on resolutions. Process Improvement & Collaboration Refine video quality standards and support processes. Partner with UX researchers and TechOps for seamless operations. Suggest automation and self-service improvements. Requirements Experience providing end-user technical support is required. 2+ years experience in customer or panelist support, video QA, or related roles. Familiarity with CRM/ticketing systems (HubSpot preferred). Strong attention to detail for audio/video review. Excellent written and spoken English. Ability to manage multiple priorities and deadlines.