Strategic & B2B Support Consultant

  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 Strategic & B2B Support Consultant at Prolific, you'll serve as the dedicated support  for our Strategic accounts, B2B data collectors and researchers, and expert participant groups such as AI Taskers and Domain Experts.

You’ll be joining our small, but growing, US based Support Team and will support all aspects of the customer experience, advising on complex study design,  technical challenges, and removing friction from the customer journey. You’ll work closely with Customer Success, Product, Engineering and other stakeholder teams to ensure customers receive seamless, high impact, exceptional support.

You’ll investigate and resolve participant queries relating to Strategic accounts and their studies and take initiative in sharing structured, actionable feedback with those customers, as well as internal stakeholder teams, creating a seamless feedback loop that informs product discovery and improvements.

What you’ll bring to the role

• Demonstrated experience in providing exceptional technical support to SaaS and B2B
• customers, understanding their unique needs and providing tailored support solutions.
• Technical acumen, including familiarity with APIs and technical troubleshooting skills.
• Ability to build and maintain strong relationships with internal and external stakeholders.
• Comfort with context-switching, managing multiple communication channels, and quickly learning new technologies.
• Strong analytical skills and proactive initiative to anticipate customer needs, addressing
• potential issues before they arise.
• Dedicated to consistently surpassing customer expectations while ensuring effective
• collaboration with internal teams.
• Demonstrated ability to act with urgency, adhere to SLAs, and proactively raise issues to ensure timely and effective resolution.

What you’ll be doing in the role 

• Deliver exceptional support to Prolific’s Strategic and B2B/AI customers, addressing their unique needs and complex queries, operating with a sense of urgency to ensure the timely resolution of customer issues.
• Manage multi-channel query resolution via the internal helpdesk and Slack, and be ready to engage through video chat and any other communication platforms at short notice, when needed.
• Serve as an escalation contact for Customer Success and Sales, offering guidance and advice on complex customer issues and attending customer calls when required.
• Support specialist participants (AI Taskers, Domain Experts) involved in Strategic customer projects, ensuring timely resolution of queries and adherence to Service Level Agreements.
• Maintain up-to-date expertise across Prolific’s product and new feature releases to serve as a trusted consultant for Strategic and B2B/AI customers, specialist participants, and internal teams.
• Maintain clear, regular communication with Strategic customers when incidents or issues are raised, offering updates on issue status and ensuring compliance with Service Level Agreements (SLAs).
• Proactively collect and escalate feedback from customers, collaborating with Product, Tech, Human Data Operations, and other teams to identify issues, develop solutions, and support improvements.

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, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.