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Participant Support Advisor

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Prolific

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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

Job Responsibility:

  • 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

Requirements:

  • 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 we offer:
  • competitive salary
  • benefits
  • remote working
  • impactful, mission-driven culture

Additional Information:

Job Posted:
December 11, 2025

Work Type:
Remote work
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