Job Title

About Askable Hey, were Askable the worlds most loved user research platform. Our clients include Woolworths, Qantas, Canva, BUPA, CommBank, NAB, Telstra, BBC, Mastercard and hundreds more. Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes wed experienced firsthand. We set out to build a new way that makes highquality research accessible to everyone, from Fortune 500s to startups hungry for insights. By providing seamless access to highquality 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, were growing our team to bring Askables research power everywhere so researchers can make smarter, userdriven 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, youre not just part of a team youre part of a community that cares about what theyre building and how theyre building it. About the role Were 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, youll also be handson in making sure every research study gets matched up with the right participants. Youll 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 youll support include Australias 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 were looking for someone who can deliver the unexpected and really blow their socks off. What youll 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, databacked 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 hardtofill 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 firstresponse 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 youll bring To hit the ground running in this role youll need at least 1 year of experience in a customer support role bonus if youve worked in an atech/software company. Excel at clear written and verbal communication. Organised multitasker, comfortable juggling priorities in a fastpaced environment. Techsavvy familiar with CRMs, spreadsheets, Slack and Notion. Bonus points for familiarity with UX research workflows or participant platforms. The mindset youll need Winning with your team: Youll 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 wont find cabinets full of stepbystep instructions at Askable. Youll need to think on your feet, manage your own workflow, problemsolve roadblocks, proactively ask questions and take responsibility for the goals you set. Growthfocused: Youll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team and the business. Quick to learn: Youll 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