The Opportunity

At UserTesting, we help the world’s best companies create experiences people love. As part of the User Interviews business, we make it easier for teams to connect with the right participants and turn customer conversations into meaningful insights.

As a Support Specialist I, you’ll be the voice of clarity and care for our community of researchers and participants. You’ll resolve questions, remove friction, and ensure every interaction reflects our commitment to empathy and reliability. Your work directly impacts the health of our marketplace and the experience our customers and contributors have every day.

This is a role for someone who thrives in a fast-moving environment, enjoys solving problems, and takes pride in creating seamless experiences.

Responsibilities

• Manage and resolve assigned support tickets across email and live chat with accuracy and empathy

• Partner with Project Coordinators and internal teams to escalate and resolve complex issues

• Guide users through platform functionality, study participation, and incentive-related inquiries

• Manage and process participant incentive payments accurately and on time

• Monitor account activity and conduct reviews to maintain a healthy researcher and participant marketplace

• Identify recurring friction points, surface insights, and contribute to continuous experience improvements

• Maintain and update support documentation to reflect product and process changes

Requirements

• 1+ year of experience in a customer-facing support role

• Experience managing a high volume of written support interactions (e.g., email, chat, ticketing systems)

• Strong written communication skills with the ability to explain processes clearly and simply

• Comfortable navigating ambiguity and solving problems independently

• Highly organized with strong attention to detail

• Experience with Zendesk or similar ticketing platforms preferred
  

Don’t meet every single requirement but excited about the role? We encourage you to apply. Research shows that some candidates are less likely to apply unless they meet 100% of the qualifications—but you may be exactly who we’re looking for. Diverse perspectives drive innovation, and we’re committed to building a team with a wide range of backgrounds, experiences, and skills.

Application Process

• Meet with a Recruiter

• Meet the Hiring Manager

• Participate in a Panel Interview

• Offer Stage

Accommodations

At UserTesting, we’re committed to creating inclusive and accessible experiences for all candidates. We believe diverse perspectives are essential to building exceptional products and experiences. If you require accommodations or would like us to tailor the interview process to better meet your needs, please contact us at talentexperience@usertesting.com.

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.