We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Team

As a member of our award-winning Support team, you will work closely with our geographically distributed Support Team as well as cross-functionally with the Panel, Quality Assurance, Product, and Professional Services teams to ensure we deliver the highest level of service to our users.  You will also support UserTesting team members across the globe with your product and technical expertise.

The Opportunity

You will focus on delivering a world-class support experience to the UserTesting Panel, high-value participants, and internal colleagues. You will help our contributors have an excellent experience while using the UserTesting platform. These interactions will be primarily through email support. Our participants will have various questions and technical support problems that you’ll need to diagnose and respond to via email. This can include assisting with account-related questions, educating on how to operate our application, coaching on how to deliver high-quality feedback, and troubleshooting technical issues as they arise.

What we are looking for

• Team player who will work towards common goals
• Take great pride in helping other people and will go above and beyond to make our users happy
• Ability to troubleshoot tech problems on both desktop and mobile devices – this will be a large portion of your daily duties
• Ability to quickly and efficiently resolve a high ticket volume while maintaining our world-class CSAT standard
• Excellent attention to detail
• Excellent written and verbal communication skills
• Comfortable crafting professional emails
• Self-motivated with the ability to multi-task and keep up in a faced-paced work environment
• Comfortable with working independently and with a remote team
• Lifelong learner able to conduct research and learn new skills quickly
• Ability to learn new technologies and tools, and quickly adapt to new processes
• Experience working in a SaaS environment
• Experience in Zendesk or similar ticketing software
• Strong documentation skills

What we offer

• Private medical and dental
• Monthly wellness and telecommunications reimbursements
• Work from home office equipment stipend
• Professional development stipend
• Flexible hours
• Generous holiday entitlement
• Your Birthday off!
• Mental Wellness Employee Assistance Program
• Cycle to Work scheme 
• Employee Referral Programme 
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Enhanced family leave 
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here! 

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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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.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.