# Support & Success Specialist - Contract

**Company:** [Pulse Labs AI, Inc.](http://jobs.workable.com/companies/6bkZAENG4FmEJ8KvwpwguR.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Contract
**Department:** Customer Success

[Apply for this job](http://jobs.workable.com/view/f1383157-21a0-46b6-a813-57013c54c01d)

## Description

**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.