We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.Let’s build experiences people love—together.The OpportunityAt 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.ResponsibilitiesManage and resolve assigned support tickets across email and live chat with accuracy and empathyPartner with Project Coordinators and internal teams to escalate and resolve complex issuesGuide users through platform functionality, study participation, and incentive-related inquiriesManage and process participant incentive payments accurately and on timeMonitor account activity and conduct reviews to maintain a healthy researcher and participant marketplaceIdentify recurring friction points, surface insights, and contribute to continuous experience improvementsMaintain and update support documentation to reflect product and process changesRequirements1+ year of experience in a customer-facing support roleExperience 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 simplyComfortable navigating ambiguity and solving problems independentlyHighly organized with strong attention to detailExperience with Zendesk or similar ticketing platforms preferredDon’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 ProcessMeet with a RecruiterMeet the Hiring ManagerParticipate in a Panel InterviewOffer StageAccommodationsAt 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 .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.