Job Description
We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.
A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.
The Opportunity
You will primarily serve our customers; helping them to have an excellent experience with UserTesting – most interactions will be via email and chat, but you’ll probably get a few calls during the day. You will identify and evaluate opportunities to increase customer satisfaction to achieve monthly goals of solved tickets without compromising quality. You will identify and analyse issues, patterns, and trends in customer requests & product performance.
The TeamÂ
As a member of our award-winning Support team, you will focus on delivering a world-class support experience to our Customers, and internal colleagues. You will work closely with the North American Support team as well as cross-functionally with our Quality Assurance, Product, Panel, and Professional Services teams to ensure we super-serve our users. You will also support UserTesting team members in our growing EMEA office with your product and technical expertise. You will also work with wider internal teams to identify pain points and provide product feedback.
 What we are looking for
- Strong customer service experience with a desire to go above and beyond
- Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices
- Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently
- Help maintain world-class CSAT standard of 97%
- Professional written and verbal communication skills with strong attention to detail in order to craft well-written professional responses
- Must be able to self-manage and multitask in a fast-paced environment with an international team
- Desire to continually learn, adapt and work in the developing UX field
- Multilingual (German or French) is a plus
- Strong interpersonal skills, empathy and patience in every customer interaction
- Must be able to build relationships and work in tandem with other customer-facing teams
- Build and maintain relationships with our valued customersÂ
- Ability to work the shift : Monday - Friday, 9 AM - 5:30 PM GMT
Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
Perks and Benefits
- Private medical and dental
- Monthly wellness and telecommunications reimbursements
- Work from home office equipment stipend
- Professional development stipend
- Flexible hours
- Generous holiday entitlement
- Your Birthday off!
- Mental Wellness Employee Assistance Program
- Cycle to Work schemeÂ
- Employee Referral ProgrammeÂ
- Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
- Enhanced family leaveÂ
- Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!Â
To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!
At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: [email protected]. If you need to speak to someone please ask!
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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. Â
UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. Â
We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [email protected].
Date Posted
08/14/2023
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