Customer Support Specialist (UK / EMEA, Remote)

At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers. What you will do Handle inbound support inquiries via Intercom Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues Troubleshoot user issues and identify bugs or usability concerns Collaborate with Product and Success teams to improve the customer journey Help maintain and evolve internal and external documentation Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience What success looks like: Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product Internal and external documentation is clear, up-to-date, and contributes to self-service success AI and automation are leveraged effectively, helping reduce manual load and improve resolution time What you'll bring 2+ years in a Customer Support role, ideally SaaS/tech Able to manage a high volume of information and juggle multiple priorities at once Self-starter, comfortable working remotely and asynchronously Excellent written English Familiarity with Intercom, Slack, Notion, Google Workspace Strong judgment, empathetic and solutions-oriented Experience with third-party service providers