Customer Support Specialist (

UK or EMEA | Fully remote 🌍

About Optimal

At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.

What you will do:

Handle inbound support inquiries via Intercom

Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues

Troubleshoot user issues and identify bugs or usability concerns

Collaborate with Product and Success teams to improve the customer journey

Help maintain and evolve internal and external documentation

Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience

What success looks like:

Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback

Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations

Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product

Internal and external documentation is clear, up-to-date, and contributes to self-service success

AI and automation are leveraged effectively, helping reduce manual load and improve resolution time

What you'll bring:

2+ years in a Customer Support role, ideally SaaS/tech

Able to manage a high volume of information and juggle multiple priorities at once

Self-starter, comfortable working remotely and asynchronously

Excellent written English

Familiarity with Intercom, Slack, Notion, Google Workspace

Strong judgment, empathetic and solutions-oriented

Experience with third-party service providers

What's in it for you:

Competitive salary that reflects your skills and experience, plus an opportunity to join our Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company

Annual wellbeing allowance and support

Generous annual learning and development support

Home office set-up support

4 weeks annual leave plus an additional day off on your birthday

Opportunities for professional growth and development

Flexible, remote working (this role can be based in the UK or EMEA)

If this sounds like a role that excites you, apply today. We'll be interviewing as applications come in.