Panelist Support & Video Quality Analyst — Remote (Contract)
About Pulse Labs
Pulse Labs, backed by Google and Amazon, is a leading UX research firm at the forefront of product development. Our mission is to deliver insightful, actionable feedback across every stage of the product lifecycle — from conception through launch and beyond — empowering top tech companies to build groundbreaking products across mobile, smart home, wearables, and automotive.
The Role
We are seeking a detail-oriented, customer-focused professional who excels at problem-solving and thrives in a fast-paced environment. If you are passionate about delivering exceptional support, maintaining high video quality standards, and contributing to a collaborative team, this role is for you.
Responsibilities
Panelist Support & Ticket Management
- Monitor and manage incoming support tickets via HubSpot, serving 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 inform improvements to the 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 and video.
- Ensure submissions meet accessibility and research standards prior to approval.
- Log issues in JIRA or Trello and collaborate with UX Operations on resolutions.
Process Improvement & Collaboration
- Contribute to refining video quality standards and support processes.
- Partner with UX Researchers and TechOps to ensure seamless day-to-day operations.
- Identify and recommend opportunities for automation and self-service improvements.
Requirements
- Basic Qualifications
- Bachelor's degree or equivalent practical experience.
- 2+ years of experience in customer or panelist support, video QA, or a related role.
- Experience providing end-user technical support is required.
- Familiarity with CRM and ticketing systems, with HubSpot preferred.
- Strong attention to detail for audio and video review.
- Excellent written and spoken English.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Preferred Qualifications
- Experience working in a UX research, market research, or technology operations environment.
- Familiarity with JIRA, Trello, or similar project management and issue-tracking tools.
- Experience identifying and implementing process improvements or automation in a support workflow.
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