Support & Success Specialist - Contract

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. 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.