Participant Support Advisor

Participant Support Advisor

Working pattern: Thursday-Monday

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 our Participant Support Advisor at Prolific, you'll be the first point of contact for our participants, the individuals who power research on our platform. You'll join our small existing UK based team to deliver exceptional support, resolving queries quickly and effectively while ensuring participants have a seamless experience. In this role, you'll collaborate closely with the wider Support function, including the Academic and strategic support, as well as Legal, Human Data Operations and Product teams to enhance the participant experience and advocate for their needs. Alongside daily support, you'll contribute to projects that strengthen participant supply, quality, and trust, helping shape a smoother, more positive experience for all users on the Prolific platform.

Join us in shaping the Prolific participant experience — a role for someone proactive, empathetic, and impact-driven, where you'll combine autonomy and collaboration to create smoother journeys and power world-class research.

What You'll Bring To The Role

• Experience providing user or technical support in a SaaS or tech company, handling high volumes of customer queries.
• Excellent written communication skills, with the ability to explain complex issues clearly, accurately and empathetically.
• Strong troubleshooting skills, skilled at investigating issues, escalating them to the right teams and communicating technical issues effectively.
• Experience working on or supporting cross-functional projects or initiatives that improve user experience.
• Ability to work and collaborate confidently and autonomously with cross-functional teams to advocate for participants and help drive improvements.
• Resilience and adaptability, ability to manage shifting priorities, handling ambiguity and maintaining focus under pressure.
• Comfortable working across multiple systems, such as CRMs, ticketing platforms (we use Intercom), and internal admin tools.

What You'll Be Doing In The Role

• Deliver outstanding support to Prolific's participant community, resolving queries quickly, accurately, and with empathy.
• Investigate and resolve account and payment-related issues, review account holds and escalate complex technical or systemic problems when needed.
• Collaborate with Product, Human Data Ops and Legal to share insights, identify trends, and drive continuous improvement in our participant experience.
• Contribute to projects and initiatives that strengthen the quality of our participant pool and improve the overall participant experience.
• Maintain expertise across Prolific's systems, policies, and features to provide up-to-date and accurate support.
• Advocate for participants across the business by translating customer feedback into actionable recommendations.
• Collaborate with the wider Support team to optimise internal processes, lead team discussions and champion change that makes support faster and smarter.

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.