Job Description

AKA Customer Success Associate, Customer Experience Coordinator, Customer Support Specialist

Heads up! This role is based in-person at our office in Fulton Market West Loop area, Chicago.

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About Askable

Hello, and thanks for stopping by!Askable has been revolutionizing research and insights since 2017. 

Founded in Australia, we've expanded to the UK and now the US, growing from a small team to over 70 talented individuals in just seven years. 

With our newest office in Chicago, we're assembling a top-tier team to ensure a strong and successful launch in the US market.

Are you ready to be a key part of this journey? Read on.

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Our culture

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.

In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with.

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About the role

We’re looking for a Customer Experience Coordinator to deliver 6-star customer support to our customers which include many of the world’s largest companies – such as Canva, Mastercard, Toyota, Accenture and more.

Our clients will look to you for support and guidance in using our product - so we’re looking for someone who can deliver the unexpected to really blow them away. You will be working alongside the best of the best and reporting into our Customer Support Manager and Head of US.

What you’ll do

• Support : Work with our clients, researchers and participants to take their experience to the next level. We proactively reach out to support clients and ensure if something isn't up to standard that we go above and beyond to deliver a 'WOW' experience.
• Deliver consistently: Ensure that our clients are set up for success and that projects meet and exceed expectations consistently.
• Metrics And Reporting: Track and improve key metrics such as live chat & email response times, and same-day resolution rates. Also use data to monitor customer satisfaction, identify trends, and drive improvements.
• Demonstrate product expertise: Handling complex or escalated customer issues, partnering with the product and engineering team, and ensuring a resolution.
• Communicating: Partner cross-functionally with other teams, including Customer Success, Sales & Product, to ensure customer feedback is communicated and addressed.
• Technology Proficiency: Effectively utilising key company systems, including Hubspot, Google Sheets/Docs, and Keynote, to manage and grow business efficiently.

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Skills and experience you’ll bring

To hit the ground running in this role you’ll need at least 2 years working a customer support/success/delivery role – ideally in a tech or SaaS company.

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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 focussed: 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.

• Competitive Salary (plus commission and bonuses based on performance)
• Generous Paid Time Off (plus extra ‘Askable Days’ – a full day off just for you each month)
• Great Health Insurance
• 401k Matching
• Opportunities for international travel, including training in Australia
• Plus much more!... we'll be happy to talk about the rest 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.

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