Customer Support Professionals: 30-Minute Interview on Workflow Technology

We're running a paid study on how customer support teams manage their daily workflows and utilize their technology stacks. Our goal is to understand the friction points in standard support tools and identify areas for operational improvement. This research feeds directly into shaping better software solutions for high-volume support environments.

You will participate in a 30-minute virtual interview using voice and video. During the call, we will ask you to walk us through a typical shift and describe the software tools you rely on most. You will answer questions about specific workflow bottlenecks and share how your team handles escalations. The session concludes with a brief discussion on what an ideal support technology stack would look like for your specific role.

We are looking for experienced customer support professionals who work directly with customer inquiries and ticketing systems. We welcome support agents, customer success specialists, technical support engineers, and support team leads. You should have hands-on experience navigating complex support workflows on a daily basis.

• Walk us through your daily customer support workflow and ticket management routine.
• Describe the technology stack and software tools you use to resolve customer issues.
• Detail specific bottlenecks or friction points in your current support process.
• Share your perspective on how support tooling could be improved to save time.

• Active professional in a customer support or customer success role.
• Hands-on experience using standard helpdesk or ticketing software.
• Comfortable participating in a 30-minute virtual video interview.
• Able to clearly articulate workflow challenges and operational processes.

• You will be engaged as an independent contractor.
• This is a fully remote opportunity that can be completed on your own schedule.
• Opportunities can be extended, shortened, or concluded early depending on needs and performance.
• Your participation will not involve access to confidential or proprietary information from any employer, client, or institution.
• Payment is issued as soon as your work is approved.
• We are unable to support H1-B or STEM OPT candidates at this time.