This is a remote 3 month contract role that could be extended if the project permits. Candidates must be fluent in English.
Pulse Labs, backed by Google and Amazon, is redefining product development. Our mission is to provide insightful, actionable, and easily comprehensible feedback throughout the product lifecycle, from conception to market launch and beyond. Our innovative evaluation platform helps leading tech companies refine and create groundbreaking products across mobile, smart home, wearables, and automotive domains.
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.
Basic Qualifications:
* 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.
Preferred Qualifications:
* Video QA or accessibility review experience.
* Familiarity with JIRA, Trello, or other issue-tracking tools.
* Adaptability to fast-paced environments.
* Ability to work independently.
* Strong team collaboration skills.