Customer Support and Fulfilment Executive (US)

Customer Support Professional

Heads up! This role is based in-person at our office in Chicago, USA.

About Askable

Hey, we're Askable, the world's most loved user research platform. Loved by Doordash, Sephora, Toyota, McDonald's, Mastercard, Canva, BBC and hundreds more. We help teams run better research faster, from participant recruitment to insights, so they can build products people actually want. Started in 2017 in Brisbane, now with offices in London and Chicago, and growing fast across the US.

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.

About the role

We're looking for a dedicated, ambitious Customer Support professional to join our Recruitment & Fulfilment team.

This is a Customer Support role with a twist. Alongside answering client and participant questions, you'll also be hands-on in making sure every research study gets matched up with the right participants.

You'll work closely with our Participant Delivery Lead, approving studies, running feasibility checks, monitoring live projects, and stepping in early if something looks at risk.

Our Customer Success and Support team is the backbone of who we are and what we do. Our clients and participants look to us for support and guidance - so we're looking for someone who can deliver the unexpected to really blow their socks off.

What you'll do

• Be the first line of support for questions from clients, researchers and participantstroubleshooting issues quickly and going the extra mile to deliver a standout experience.
• Review new projects, check screeners, incentives and quotas, and flag risks or ethical concerns before launch.
• Answer "Can we recruit?" questions fast with clear, data-backed responses, and suggest alternatives when needed.
• Monitor live dashboards, batch campaigns across sources, and rescue lagging studies early.
• Use Meta and LinkedIn platforms to connect with niche audiences by posting, promoting, and experimenting with targeting to support recruitment for hard to fill studies.
• Make sure participants feel respected and safe at every touchpoint, escalating welfare concerns immediately.
• Step into live chat/email when things spike, keeping first-response times and CSAT high.
• Update guides, FAQs and playbooks; document new tools; and share insights to make the next study smoother for everyone.

Skills and experience you'll bring

To hit the ground running in this role you'll need at least 3 years of experience working in a customer support or similar role bonus if you've worked in a tech/software company.

You'll also be able to show that you are:

• Excel at clear written and verbal communication
• An organised multitasker, comfortable juggling priorities in a fast-paced environment.
• Tech-savvyfamiliar with CRMs, Spreadsheets, Slack, Notion.
• Bonus points for familiarity with UX research workflows or participant platforms.

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 focused: 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.

Perks and benefits

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

• Askable Days: a bonus paid day off every month
• And more! We'll be happy to chat about our other perks during the interview process.

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.