Offer summary

Qualifications:

Experience managing a high-performing, customer-centric support team., Strong organizational skills with the ability to manage day-to-day workflows and conflicting priorities., Effective communication skills for advocating ideas and providing constructive feedback., Experience in a fast-paced startup or scaleup environment, preferably in B2B/SaaS..

Key responsabilities:

Lead, train, and motivate the support team to achieve performance targets.

Provide ongoing coaching and feedback to support team members' growth.

Coordinate team schedules and ensure adherence to service level agreements (SLAs).

Identify opportunities for process optimization and collaborate with other departments to improve user experience.

Job description

Support Team Manager

Team: Support

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 Team Manager for Support, you'll be responsible for supporting your team and advocating for Support within the wider business. You'll be collaborating closely with internal stakeholders to enable continuous improvement of processes and successful product releases, all to ensure we can deliver an exceptional customer experience.

What you’ll bring to the role

Experience of managing a high performing, customer-centric support team, with demonstrated ability to lead and inspire teams to achieve common goals.
You’re a strong organiser, able to see the big picture while managing the day to day workflow, who can balance this while looking out for the best interests of the customer and team.
Great time management skills, experience of managing conflicting priorities and prioritising time-sensitive workloads.
Effective communication with the ability to advocate for your ideas and provide constructive feedback, whilst building and strengthening relationships with stakeholders.
Strong problem solving and analytical skills (whilst you don’t need to be a data wizard, the more confident you are with data, the better).
You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open mind.
Experience of working within a fast paced startup or scaleup environment, and even even better if this was within a B2B/SaaS or marketplace business (desirable).
Solid experience in driving process improvements and leading on cross-functional projects (desirable).

What you’ll be doing in the role

Team Leadership and Performance:

Lead, train and motivate your team to achieve performance targets and deliver exceptional customer service.
Provide ongoing coaching and feedback to team members to support their growth and professional development.
Coordinate team schedules, workload distribution, and performance evaluations.
Ensure adherence to service level agreements (SLAs) and quality standards in all customer interactions.
Serve as an escalation point for customer issues, ensuring they are resolved as efficiently as possible, leveraging resources across the company as necessary.
Foster a customer-centric culture that focuses on outcomes and impact.

Continuous Improvement and Collaboration:

Building and maintaining a deep knowledge of Prolific that pushes beyond our product features and functionality, whilst educating and advocating internally to maximise Prolific’s success.
Identify opportunities for process optimisation and efficiency improvements within the Support team, and empower and encourage your team to do the same. Work closely with the Head of Support and Support Operations to realise these.
Build strong relationships with other departments, including Product, Engineering, Customer Success and Finance, to address customer needs and improve the user experience.
Collaborate with Support Operations and relevant teams on product releases, ensuring we’re set up for success ahead of launch, and coordinating our support response and feedback post release.

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 breath 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.

Links to more information on Prolific

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