Customer Support Specialist
Remote / Online - Candidates ideally in
Belfast, County Antrim, BT1, Northern Ireland, UK
Listed on 2026-10-02
Belfast, County Antrim, BT1, Northern Ireland, UK
Listing for:
optimalworkshop
Remote/Work from Home
position Listed on 2026-10-02
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Technical Support, Customer Service Rep
Job Description & How to Apply Below
UK or EMEA | Fully remote
About Optimal
At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.
What you will do:- Handle inbound support inquiries via Intercom
- Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues
- Troubleshoot user issues and identify bugs or usability concerns
- Collaborate with Product and Success teams to improve the customer journey
- Help maintain and evolve internal and external documentation
- Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience
- Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback
- Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations
- Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product
- Internal and external documentation is clear, up-to-date, and contributes to self-service success
- AI and automation are leveraged effectively, helping reduce manual load and improve resolution time
- 2+ years in a Customer Support role, ideally SaaS/tech
- Able to manage a high volume of information and juggle multiple priorities at once
- Self-starter, comfortable working remotely and asynchronously
- Excellent written English
- Familiarity with Intercom, Slack, Notion, Google Workspace
- Strong judgment, empathetic and solutions-oriented
- Experience with third-party service providers
- Competitive salary that reflects your skills and experience, plus an opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
- Annual wellbeing allowance and support
- Generous annual learning and development support
- Home office set-up support
- 4 weeks annual leave plus an additional day off on your birthday
- Opportunities for professional growth and development
- Flexible, remote working (this role can be based in the UK or EMEA)
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