Customer Experience Specialist

Overview
The
Customer Experience Specialist
supports the Pollfish DIY research platform users by delivering responsive, expert-level assistance across a broad range of product-related issues. Drawing on solid knowledge of the platform and industry, Specialists resolve issues directly, share insights with internal teams, and help users extract value from the product — reinforcing its central role in driving revenue and retention.

• This position is Remote, Greece. You must be located in Greece to qualify for this role. The time zone this role will support is US EST. The shift is 6pm to 2 am Greek time.***

Who We Are
Pollfish
, a Prodege, LLC company, is an online market research survey platform where data driven brands bring market research in-house for faster and smarter decision making. We have a proprietary network of 250M consumers/year which enables companies to connect with and understand real consumers worldwide in a fast, easy and cost-effective way.

Primary Objectives

• Deliver direct, high-quality user support.
• Review project setup and ensure data integrity.
• Guide clients through survey processes and platform tools.
• Identify and report product-related issues.
• Contribute to client satisfaction and issue resolution metrics.

To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Detailed Job Duties:
(typical monthly, weekly, daily tasks which support the primary objectives)

• Independently resolve customer tickets and platform-related issues with minimal supervision.
• Conduct thorough reviews of project setups to ensure data integrity and usability.
• Execute survey cleaning protocols and coordinate with QA on quality trends.
• Communicate directly with clients to guide them through the platform and troubleshoot challenges.
• Escalate advanced or technical issues to Sr. Specialists as needed.
• Contribute to internal documentation and support best practice improvements.
• Provide informal mentorship to new Associates when required.

What does SUCCESS look like?
A successful Specialist confidently handles client support requests from start to finish, collaborates with internal teams to report user trends, and ensures client issues are resolved quickly and clearly. They serve as a go-to resource for complex user workflows and contribute to continuous improvement by identifying friction points. Success in this role is measured by strong user satisfaction, improved resolution times, and deeper product engagement.

The MUST Haves:
(
ex: job cannot be done without these skills, education, experience, certifications, licenses
)

• One or more (1+) years in customer support or SaaS environments.
• Fluency in English; clear written and verbal communication.
• Strong written and verbal communication skills with the ability to explain basic product features clearly.
• Proficient in multitasking and managing cases.
• Familiarity with online platforms, SaaS tools, or CRM systems.
• Attention to detail for reviewing data and ensuring accuracy in customer records.
• Strong problem-solving skills with the ability to identify when to escalate issues.
• Comfortable learning and applying new technology platforms and tools.
• Organizational skills to manage multiple inquiries and document interactions effectively.
• Ability to work independently during assigned shifts, including evenings or nights, while collaborating with a distributed team.
• Eagerness to grow.

The Nice to Haves:
(ex:
preferred additional skills, education, experience, certifications, licenses
)

• Bachelor's degree preferred.
• Survey QA or project setup experience preferred.
• Knowledge of Hubspot or ticketing tools is a plus
• Familiarity with market research workflows is preferred.

Perks & Benefits

• An attractive salary package
• Part of an innovative Global Tech Company
• Private Health Insurance
• Company Equity
• Weekly Office Events - Catered Lunch and Breakfast
• Stocked Kitchen
• Company Outings & Quarterly Events
• Hybrid Working
• Meal Coupons - Monthly
• LinkedIn Learning & Training Opportunities/Budget
• Mental Health Benefits - Wellness Coach App Subscription
• Great office location in the city center - Parking slots available
• Gym Subscription - UP Fit
• Quarterly Charitable Giving Allowance
• Peer recognition Allowance