Customer Support Manager

Heads up! This role is based out of our brand new office in Fulton Market West Loop area, Chicago 🍕 -- But there will be an 'on the ground' training period for 2-4 weeks in Australia shortly after starting (flights and accommodation all paid) ✈️🇦🇺 🙌

About Askable

Hello, and thanks for stopping by!

Askable has been revolutionizing research and insights since 2017. Founded in Brisbane, Australia, we've expanded globally through our bootstrapped efforts. Now, we're excited to announce our upcoming launch in the USA! Our new Chicago office opens in August 2024, and we're building a stellar team to ensure a strong start.

Are you ready to be a key part of this journey? Read on.

Our Culture

Joining Askable means more than just having a job; it means being part of something significant. Our platform, designed by UX researchers for UX researchers, always puts the customer's experience first. Our culture is our core, shaping who we are and how we operate. At Askable, culture goes beyond Friday beers, fun days, and other perks (although we enjoy those too). It's about fostering a sense of belonging and helping everyone unlock their ultimate impact. Our culture is so essential that we even wrote a book about it. If you'd like to learn more, reach out, and we'll send you a copy.

Role Overview

We’re looking for a dedicated, ambitious people-person to join our Customer Support team. Your main goal will be to deliver a WOW experience to our clients through support, project management, and delivery. Our clients include some of the world's biggest and best brands, such as Mastercard and Accenture.

Our Customer Support team is the backbone of who we are and what we do. Our clients rely on this team for support and guidance, so we’re seeking someone who can exceed expectations and truly impress them. You'll work alongside top talent and report directly to our Head of US Operations.

What You’ll Be Doing

• Managing Multiple Studies: Clients use Askable to find and engage with the right participants. You'll dive into the process, mastering the necessary steps to deliver a WOW experience at scale.
• Support and WOW: Collaborate with clients and researchers to elevate research studies. Proactively reach out to ensure everything meets our high standards, and go above and beyond to deliver a WOW experience.
• Own and Drive: Thrive in our results-driven culture by managing metrics like response times and customer satisfaction ratings.
• Growing Our Participant Panel: Help expand and nurture the best participant pool worldwide, as Askable has conducted research in over 50 countries.
• Technology Proficiency: Efficiently use key company systems like HubSpot, Google Sheets/Docs, Apple devices, and Keynote to manage and grow the business.

What You’ll Bring

• Collaboration: Live and breathe teamwork, give and receive constructive feedback, and work independently to exceed goals.
• Adaptability: Thrive in a fast-paced, ever-changing environment.
• Multitasking Mastery: Juggle multiple tasks and overcome challenges.
• Product Knowledge: Quickly learn and understand our product solutions and features.
• Customer Support Experience: Previous experience in a customer support/service role, ideally in a SaaS or technology company.
• Passion for Excellence: Ensure customers have the best experience, no matter what.
• Communication Skills: Engage effectively with clients and research partners through excellent verbal and written communication.
• Energy and Passion: Bring your enthusiasm and your best dance moves!* (*Not mandatory, but we have songs that play when projects launch.)
• Initiative and Problem-Solving: Thrive without red tape or extensive admin support. If you're looking for a company with a rigid structure, this isn't the place 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 (including all the regular 401k and health insurances, etc). But if you’re genuinely interested in this role, let’s chat about them over a coffee or a call 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

Join us and be part of something extraordinary at Askable. If you're ready to make a difference and help us deliver unmatched customer experiences, we want to hear from you!

Take care ✌️

Jona and the Askable US team