Senior Support Advisor (Remote)

Dscout is a flexible Experience Research Platform for capturing in-context insights from high-quality participants, bridging the gap between product teams and users. Leading brands like Sonos, Spotify, Duolingo and Best Buy use Dscout to test ideas, iterate quickly, collaborate, and build confidently. We are expanding our smart and driven team and would love for you to join us.

As our team’s first Senior Support Advisor, you will have the exciting opportunity to help build and refine new workflows for Dscout’s Support team; the ideal candidate will be someone who is proactive, driven, and comfortable with change. You will be responsible for managing all support interactions related to the Panelfox product as well as some general dscout support; both tasks include working closely with Dscout’s clients, which will require leveraging your initiative, organization, and creative technical problem-solving skills. You’ll also partner closely with our Support Lead to contribute to and enhance our level of service and commitment to our customers. While your typical day will always involve responding to client support requests, additional tasks will include things like helping internal stakeholders and colleagues troubleshoot technical issues, reporting bugs, being a resource to colleagues as a dscout platform expert, and providing feedback and insight to Product + Engineering teammates from your unique customer-facing perspective.

Working Hours

- Standard Hours: 9:30 AM – 5:00 PM CT

While working these core hours is expected in this role, we know that from time-to-time life happens and we can be flexible to meet your needs.

- Weekend "on call" support, which requires checking & responding to urgent client requests twice a day (morning + afternoon)

What you will do:

• Own customer issues through various channels, such as live chat and email, from start to finish.
• Effectively triage and troubleshoot incoming issues to determine severity; escalate issues when needed to the Engineering team by submitting bug reports.
• Be a reliable resource internally and externally, serving as a resident product expert and maintaining exceptional knowledge of the product through development cycles.
• Contribute to team goals by focusing on customer satisfaction ratings, response, and resolution times.
• Occasional special projects defined by business needs: in the past, this has included projects like developing and implementing new support resources for internal stakeholders and support data collection + analysis.

What you need to have:

• 2+ years of customer support experience required. Experience with support software tools (i.e. Zendesk, Helpdesk, Intercom, FreshDesk, etc.) and SaaS industry experience are a bonus.
• Technical savviness and the ability to troubleshoot app, web, or device issues remotely with creativity.
• Excellent verbal and written communication skills.
• Proactive self-starter with a strong initiative to solve tough problems.
• Capable of handling high urgency issues and requests with a level head.
• Resourceful with strong critical thinking skills and attention to detail.
• Empathetic but diplomatic; capable of delivering the good news and the bad.
• Driven by a desire to help people.
• Flexibility and willingness to work occasional weekends and holidays.

Of course, what is outlined above is an ideal set of expectations, but things may shift based on business needs, and other projects and tasks could be added at the discretion of your manager.

About Dscout

Dscout is a team of passionate, empathetic, and curious professionals. As a recognized leader in the Forrester Wave, we’re at the cutting edge of experience research technology. The power of research drives us—how in-context insights from real people can build more enjoyable products and services. 

We prioritize learning, sharing, and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands.

It doesn't stop there. When you join the dscout team, you will get:

* A strong and competitive compensation package with a built-in bonus and equity program.

* An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 16 company holidays, 12 weeks of paid parental leave, 401k match, and much more.

* An education stipend to support your growth & development and a remote work stipend.

* A company that is open and transparent with our team. You will know what is happening and why it matters.

Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin or ancestry, sex, gender identity and expression, age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law.

If you need reasonable accommodations for any part of the employment process, please email us at accommodations@dscout.com with the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including accommodation requests. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

When you apply at Dscout, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references, as necessary to consider your job application for open positions. For more information about our privacy practices, please visit our Privacy Policy. 

Dscout participates in the E-Verify program in certain locations, as required by law.

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