This role is based 5 days a week in person at our office in Fortitude Valley, Australia.
About Askable
We are Askable – the world's most loved user research platform. We have customers such as Woolworths, Qantas, Canva, BUPA, CommBank, NAB, Telstra, BBC, Mastercard and many more. Founded in 2017, we built a new way to make quality research accessible to anyone, from Fortune 500s to startups. By offering seamless access to high‐quality participants and certified researchers, we help teams scale research on demand and deliver insights faster.
Our culture
Our culture drives everything we do. Work is fulfilling, exciting and meaningful. We build a community that cares about what they're building and how they're building it.
About the role
We are looking for a dedicated, ambitious Customer Support professional to join our Recruitment & Fulfilment team. It's a Customer Support role with a twist – you'll also be hands‐on ensuring every study is matched with the right participants.
In this role you'll work closely with the Participant Delivery Lead, approving studies, conducting quick feasibility checks, monitoring live projects and stepping in early if something looks at risk. You'll support prominent brands such as Mastercard, Commonwealth Bank, Woolworths and Telstra.
What you'll do
* Support & wow: Be the first line of support for questions from clients, researchers and participants – troubleshoot quickly and go the extra mile to deliver a standout experience.
* Approve studies quickly: Review new projects, check screeners, incentives and quotas, and flag risks or ethical concerns before launch.
* Feasibility checks: Answer "Can we recruit...?" questions swiftly with data‐backed responses, and suggest alternatives when needed.
* Keep projects on track: Monitor live dashboards, batch campaigns across sources and rescue lagging studies early.
* Engage through social media: Use Meta and LinkedIn to connect with niche audiences by posting, promoting and experimenting with targeting to support recruitment for hard‐to‐fill studies.
* Champion participant care: Ensure participants feel respected and safe at every touchpoint, escalating welfare concerns immediately.
* Jump into support queues: Step into live chat/email when spikes occur, keeping first‐response times and CSAT high.
* Help us improve: Update guides, FAQs and playbooks; document new tools and share insights to make the next study smoother for everyone.
Skills and experience you'll bring
To hit the ground running, you'll need at least 1 year of customer support experience. Bonus if you have worked in a tech or software company.
* Excel at clear written and verbal communication.
* Organised multitasker comfortable juggling priorities in a fast‐paced environment.
* Tech‐savvy – familiar with CRMs, spreadsheets, Slack and Notion.
* Bonus points for familiarity with UX research workflows or participant platforms.
The mindset you'll need
* Winning with your team: You'll be proud of individual work but find greater fulfillment in team success. Give and receive constructive feedback to improve the team.
* Independence and curiosity: Think on your feet, manage your own workflow, problem‐solve and proactively ask questions.
* Growth focussed: Enjoy stretch goals and seek opportunities to improve yourself, the team and the business.
* Quick to learn: Acquire new knowledge of our product solutions and services swiftly and keep up to date as offerings evolve.
Perks and benefits
* Askable Days: a bonus paid day off every month, giving you a total of 7 weeks annual leave.
* Healthy and delicious daily lunch prepared by an in‐house chef.
* Other perks discussed during the interview process.
Before you go...
Research shows many people, especially women and minority groups, hesitate to apply unless they meet every single requirement. At Askable we're committed to building diverse teams with unique perspectives. If you're excited about this role but your experience doesn't align perfectly, we'd still love to hear from you.
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