AKA Customer Support weapon!
About Askable
Askable has been changing the game in research and insights since 2017. Born in Brisbane, Australia, Askable has bootstrapped its way to a global expansion. We've gone from 0-40 people in 6 years and following another stellar year of growth, we're looking to bring on the right people to help us get to the next level.
Our culture
When you join Askable, it's not just another job. You'll have the chance to build something that really matters. Our platform was built by UX researchers, for UX researchers. Our customers' experience comes first, always. Our company culture is very precious and highly valued. It's who we are and how we operate. At Askable, culture is more than having Friday beers, company 'fun days' and other benefits (sure, we do these things too), culture here is about creating a sense of belonging, and helping every person unlock their ultimate impact. In short, culture is vital to our success. So much so, we even wrote a book on our culture. If you'd like to learn more, get in touch and we'll send you a copy.
High level role overview -
We're looking for a dedicated, ambitious people-person to join our Customer Support team.
You'll be working with a range of our clients and brands with a primary goal of delivering a WOW experience. Some of these brands and clients are many of Australia's (and the world's) largest companies such as Asahi, Qantas, 7-Eleven, Mastercard and many more.
Our Customer Support team is the backbone of who we are and what we do. Our clients look to them for support and guidance - so we're looking for someone who can deliver the unexpected to really blow their socks off. You will be working alongside the best of the best and reporting to our Head of Customer Success.
What you'll be doing
Managing multiple studies : Clients use Askable to find and speak with the right participants. As part of this role you will be in the thick of things to gain the experience on how this works and understand the necessary processes. Being able to multitask and deliver a 'WOW' experience at scale is a must.
Setting up for scale: As Askable continues to grow, we're looking to continue the way we innovate and scale the support and success side of the company.
Support and WOW : Work with our clients and researchers to take research studies to the next level. We proactively reach out to support clients and ensure if something isn't up to standard that we go above and beyond to deliver a 'WOW' experience
Own and drive: We thrive in a results driven culture and you will be responsible for driving metrics like response times, customer satisfaction ratings.
People management: Onboard, upskill & engage an exisiting team of Support team members. Plus also grow and scale the team globally.
Growing our participant panel : Askable has now conducted research in more than 50 countries and we need to continue growing and nurturing the best participants in the world.
Technology Proficiency : Effectively utilising key company systems, including Hubspot, Google Sheets/Docs, Apple devices and Keynote, to manage and grow business efficiently.
What you'll bring
Collaboration is not a word we just walk about, we live and embody it at Askable. You need to be able to work in a team environment, take and give constructive feedback. And then, you need to be able to go and work independently to achieve and exceed assigned goals
Work in a fast pace ever changing environment
Being able to multitask and outsmart the impossible
Ability to learn and understand product solutions and features
Experience working in a customer support/service capacity - SaaS or technology company highly desired
Passion for customers to have the best experience no matter what.
Excellent verbal and written communication skills: able to engage/communicate with clients and research partners
Energy, passion and your best dance moves*! (* Not mandatory but we have songs triggered when Projects launch)
Initiative and problem solving. If you're looking to work for a company that has a whole lotta red tape, 100-person admin team and filing cabinets full of guides and procedures, this will not be for you.
Lots of words. To sum it all up in less words, if you can be collaborative and not afraid to share your thoughts and feedback in an empathetic and constructive manner, then you're more than halfway there. If you embody a "we-before-me" mindset and are always keen to learn, then you're 95% there.
Benefits
We have loads of incredible employee benefits that I'd love to shout about. But if you're genuinely interested in this role, let's chat about them over coffee instead
Final thoughts
If you're reading this and are excited but a little scared because you don't think you have it all, research shows that some people are less likely to apply to jobs unless they meet every single criteria so that's a normal feeling. At Askable, we are committed to building diverse teams so please apply even if your past experience doesn't align perfectly with the requirements.
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