🇬🇧 Heads up! This role is based 100% in-person from our office in Shoreditch, London. 🇬🇧

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🌎 About Askable

Hey, we’re Askable - the world’s most loved user research platform. Loved by whom you ask? Deliveroo, Tesco, Pizza Hut, BBC, Mastercard and hundreds more. Not bad right? 

Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. 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 growing the team to bring Askable’s research power to researchers 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 proactive & driven Customer Support Representative to deliver 6-star support to our customers in the UK and around the Globe, including many of the world’s largest companies – such as BBC, Mastercard, Canva, Monzo, McDonald’s and more.

Our clients will look to you for support and guidance in using our product - so we’re looking for someone who can provide a level of service to really blow them away. You'll be working alongside the best of the best, working as part of our ambitious, high-performing CS team on the ground in London as well as collaborating closely with our Global Support teams in Brisbane (Australia) and Chicago (United States).

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🛠 What you’ll do

• Be the voice of Askable support. Own incoming customer queries end-to-end: from quick fixes to complex issues, you’re the customers’ single point of contact to solve their issues.
• Diagnose and resolve. Recreate faults, deliver the fastest viable workaround, and escalate with developer-ready details.
• Own SLAs. Tag and prioritise tickets, intervene early on deadlines, and ensure our SLA targets stay green.
• Build our knowledge base. Write clear, human-centred FAQ articles (with screenshots/GIFs), organise content by lifecycle stage, and continuously refresh based on data.
• Turn service into insight. Analyse ticket trends, recurring bugs and friction points, and report concise summaries to Product and Engineering for action.

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🦉 Skills and experience you’ll bring

To hit the ground running in this role you’ll need at least 2 years experience working in a customer support/success/delivery role – ideally at a Software as a Service (SaaS) company and have:

• A proven track record of meeting or exceeding SLA / CSAT targets
• Hands-on familiarity with ticketing & KB tools (Intercom, Zendesk, Freshdesk)

You'll also be able to demonstrate expertise in these areas:

• Communication: Crystal-clear written/verbal skills to build trust and construct effective proposals
• Technical savvy: Able to diagnose web-app issues (browser, cache, permissions) and learn new tools fast
• Sales awareness: Comfortable with KPIs/targets and focusing on needle-moving activities
• Collaboration & ownership: Empathetic feedback-giver, proactive problem-solver, and self-starter
• Growth mindset: You love stretch goals, continuous learning, and finding better ways to work

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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

Your excitement about the role itself is what matters most to us. Perks are just the icing on the cake—but here are a few to whet your appetite. 🍰

• Competitive Salary
• Uncapped competitive commission (the more you sell, the more you’ll make!)
• 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...

Research shows many people (especially women and minority groups) hesitate to apply unless they meet every single requirement. At Askable, we’re committed to building diverse teams with unique perspectives. If you’re excited about this role but your experience doesn’t align perfectly, we’d still love to hear from you.