About Askable
Hey, we're Askable – the world's most loved user research platform.
Our clients include Woolworths, Qantas, Canva, BUPA, CommBank, NAB, Telstra, BBC, Mastercard and hundreds more.
Askable began in **** as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand.
We set out to build a new way that makes high-quality research accessible to everyone, from Fortune 500s to startups hungry for insights.
By providing seamless access to high-quality participants and certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and ultimately build things that matter.
With offices in Brisbane, London and Chicago, we're growing our team to bring Askable's research power everywhere so researchers can make smarter, user-driven decisions.
Our culture
Our culture drives everything we do.
We live it, breathe it and work every day to make Askable a place where people can thrive.
We believe work should be fulfilling, exciting, and meaningful.
Here, you're not just part of a team – you're part of a community that cares about what they're building and how they're building it.
About the role
We're looking for a dedicated, ambitious Customer Support professional to join our Recruitment & Fulfilment team.
This is a Customer Support role with a twist.
Alongside answering client and participant questions, you'll also be hands-on in making sure every research study gets matched up with the right participants.
You'll work closely with our Participant Delivery Lead, approving studies, running quick feasibility checks, monitoring live projects, and stepping in early if something looks at risk.
Some of the brands you'll support include Australia's largest companies such as Mastercard, Commonwealth Bank, Woolworths and Telstra.
Our Customer Success and Support team is the backbone of who we are.
Our clients and participants look to us for support and guidance – so we're looking for someone who can deliver the unexpected and really blow their socks off.
What you'll do
Support & wow: Be the first line of support for questions from clients, researchers and participants – troubleshooting issues quickly and going 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 fast with clear, 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 platforms: 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 and email when things spike, 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 in this role you'll need at least 1 year of experience in a customer support role – bonus if you've worked in an atech/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 the individual work you do, but also find winning as a team ultimately more fulfilling.
This includes having the emotional maturity to give and receive constructive feedback to better the team as a whole.
Independence and curiosity: You won't find cabinets full of step-by-step instructions at Askable.
You'll need to think on your feet, manage your own workflow, problem-solve roadblocks, proactively ask questions and take responsibility for the goals you set.
Growth-focused: You'll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team and the business.
Quick to learn: You'll bring an ability to quickly learn and understand our product solutions and features, and keep up to date as our offerings evolve.
Perks and benefits