Participant Support Advisor

Prolific

Prolific is not just another player in the AI space—we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models.

The role

As a Participant Support Advisor at Prolific, you’ll play a key role in supporting the participants who power research on our platform. You’ll join our small, collaborative participant support team, delivering exceptional, empathetic support while helping us continuously improve and scale the participant experience. You’ll spend the majority of your time handling participant support tickets, using your experience, judgment, and troubleshooting skills to investigate and resolve a wide range of complex queries, ranging from account, payment, and verification issues to reviewing account holds and identifying potential platform or policy issues. You’ll be comfortable managing a high volume of tickets while maintaining a high bar for quality, accuracy, and customer care.

Beyond resolving individual queries, you’ll proactively identify trends, uncover recurring issues, and take ownership of improvements that make support faster, smarter, and more scalable. You’ll act as a trusted point of expertise within the team, sharing knowledge, supporting colleagues, and helping raise the overall quality of support. You’ll collaborate closely with internal teams across Prolific, translating participant feedback into actionable insights and advocating for improvements across the platform. You’ll help ensure participant needs are considered in decisions that impact the quality, fairness, and trustworthiness of our research ecosystem.

You’ll lead support-led initiatives that improve the participant experience and make our operations more effective. This could include analyzing support trends to identify opportunities, simplifying complex processes, improving internal workflows, creating clearer guidance for participants, or partnering with other teams to address recurring issues at their root cause. You’ll use your frontline experience to turn customer insights into meaningful improvements. This is a role for a seasoned support professional who thrives with autonomy and ownership. You’ll be trusted to take on complex problems, drive work forward independently, and deliver high-quality outcomes with minimal oversight. Working closely with the Participant Support Manager, you’ll help shape how we scale support and improve our processes to create an exceptional experience for Prolific participants.

What you'll bring

• Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company, demonstrating ownership of complex issues, mentoring or supporting colleagues, and driving operational improvements.
• Proven ability to manage a high volume of customer tickets while maintaining exceptional quality, accuracy, and customer satisfaction
• Excellent written communication skills, with the ability to explain complex issues clearly, professionally, and empathetically
• Strong troubleshooting and investigative skills, with experience collaborating with technical teams
• A proactive mindset, identifying recurring problems, spotting opportunities for improvement, and taking ownership of solutions rather than waiting for direction.
• Experience working on cross-functional projects or initiatives that improve customer experience, support operations, or internal processes
• Confidence working autonomously, making sound decisions, managing competing priorities, and performing effectively in a fast-changing environment.
• Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms (we use Intercom), internal admin tools, and knowledge bases
• A high bar for quality, taking ownership of your work and earning trust through consistently delivering to an excellent standard

What you'll be doing

• Deliver outstanding support to Prolific's participant community, consistently handling a high volume of tickets while maintaining speed, accuracy, and empathy.
• Investigate and resolve complex participant issues, including account and payment-related queries, reviewing account holds and escalating technical or systemic issues where appropriate.
• Act as a trusted point of expertise within the support team, sharing knowledge, supporting teammates, and helping raise the overall quality of support.
• Identify recurring customer pain points and operational inefficiencies, proactively driving improvements that enhance the participant experience and reduce support tickets.
• Collaborate with internal teams to advocate for participants, share insights, and help influence product and policy improvements.
• Maintain deep expertise across Prolific's systems, policies, and features to provide accurate, up-to-date guidance and support.
• Take ownership of delegated workstreams and operational initiatives, delivering them to a high standard with minimal oversight.
• Champion continuous improvement by improving documentation, refining processes, and helping the support team scale effectively.

Desirable:

• Experience as a prolific participant or a strong understanding of the challenges and motivations of people taking part in online research
• Experience working in a marketplace environment, supporting and balancing the needs of different user types
• An analytical mindset, using data and customer insights to identify trends, inform decisions, and improve support operations
• An interest in AI, online research, ethical data collection, or the fair and ethical treatment of research participants

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Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, and where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific's use of your personal information.