Participant Support Advisor (AI)

TL;DR

Participant Support Advisor (AI): Supporting research participants on a human data platform for AI development with an accent on complex query resolution and operational scaling. Focus on investigating account and payment issues, identifying support trends, and advocating for participant-led product improvements.

Location: United Kingdom (Remote)

Company

hirify.global is a human data infrastructure provider focused on providing high-quality, ethically sourced data to reshape the AI development landscape.

What you will do

• Handle a high volume of participant support tickets with speed, accuracy, and empathy.
• Investigate and resolve complex issues regarding accounts, payments, and verification.
• Identify recurring customer pain points and drive operational improvements to reduce ticket volume.
• Collaborate with internal teams to translate participant feedback into actionable product and policy insights.
• Maintain deep expertise in platform systems and policies to provide accurate guidance.
• Lead support-led initiatives to improve internal workflows and documentation.

Requirements

• Experience operating at a senior level within a fast-paced support team, ideally in SaaS or tech.
• Proven ability to manage high ticket volumes while maintaining exceptional quality.
• Excellent written English communication skills for clear and professional correspondence.
• Strong troubleshooting and investigative skills, with experience collaborating with technical teams.
• Proficiency with ticketing platforms (Intercom), admin tools, and knowledge bases.
• Ability to work autonomously and manage competing priorities in a fast-changing environment.

Nice to have

• Experience as a hirify.global participant or a deep understanding of online research motivations.
• Experience working in a marketplace environment.
• Analytical mindset for using data to identify trends and inform decisions.
• Interest in AI, ethical data collection, and fair treatment of research participants.

Culture & Benefits

• Remote working arrangement.
• Competitive salary and comprehensive benefits package.
• Opportunity to work at the forefront of AI innovation in a mission-driven culture.
• Collaborative environment with a focus on autonomy and ownership.