🇬🇧 Heads up! This role is based in-person at our office in colourful Shoreditch, London. 🇬🇧

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🌎 About Askable

Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. We saw a world full of great ideas bogged down by slow, unresponsive research methods. 

So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights. 

By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter.

Now with offices in Brisbane, London, and Chicago, we’re bringing Askable’s research power to teams everywhere, so they can make smarter, user-driven decisions.

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🦄 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, you’re not just part of a team. You’re part of a community that cares about what they’re building and how they’re building it.

In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with.

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💡 About the role

We’re looking for a Customer Experience Coordinator to deliver 6-star customer support to our customers which include many of the UK (and the world’s) largest companies – such as Monzo, Matercard, Just Eat, British Airways and more.

Our clients will look to you for support and guidance in using our product - so we’re looking for someone who can deliver the unexpected to really blow their socks off. You will be working alongside the best of the best and reporting into our Experience Lead.

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🛠 What You’ll Do

• Support : Work with our clients, researchers and participants to take their experience to the next level. We proactively reach out to support clients and ensure if something isn't up to standard that we go above and beyond to deliver a 'WOW' experience.
• Deliver consistently: Ensure that our clients are set up for success and that projects meet and exceed expectations consistently.
• Metrics And Reporting: Track and improve key metrics such as live chat & email response times, and same-day resolution rates. Also use data to monitor customer satisfaction, identify trends, and drive improvements.
• Demonstrate product expertise: Handling complex or escalated customer issues, partnering with the product and engineering team, and ensuring a resolution.
• Communicating: Partner cross-functionally with other teams, including Customer Success, Sales & Product, to ensure customer feedback is communicated and addressed.
• Technology Proficiency: Effectively utilising key company systems, including Hubspot, Google Sheets/Docs, and Keynote, to manage and grow business efficiently.

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🚀 Skills and Experience You’ll Bring

To hit the ground running in this role you’ll need at least 1 to 2 years experience working within in a customer support/success/delivery role – ideally in a tech or SaaS company.

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🚀 The mindset you’ll need

• Winning with your team: You’ll be proud of the individual work you do, but find winning as 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 won’t find cabinets full of step by step instructions at Askable. You’ll need to think on your feet, manage your own workflow, problem-solve roadblocks, proactively ask questions, and take responsibility for the goals you set.
• Growth focussed: You’ll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team, and the business.
• Quick to learn: You’ll bring an ability to quickly learn and understand our product solutions and features, and keep up to date as our offerings evolve.

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🙌 Perks and Benefits

We'd love for you to be pumped about the role itself and believe that perks should just be the icing on the cake (not the driving factor for joining the team). Saying that, here are a few things to whet your appetite:

• Competitive Salary 
• 28 days holiday (including bank holidays)
• Extra 15 days of paid annual leave (We call them Askable Days and we all take them on the same day so no one can bother you on that day)
• Opportunities for international travel, including a trip to Askable HQ in Australia soon after starting
• Plus more—we'll be happy to chat about all our other perks during the interview process!

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☝🏼 Before you go...

If you’re reading this and are excited but a little scared because you don’t think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply unless they meet every single criteria. At Askable, we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.