Heads up This role is based 100% in-person from our office in Shoreditch, London.
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About Askable
Hey, we're Askable - the world's most loved user research platform. Loved by whom you ask? Deliveroo, Tesco, Pizza Hut, BBC, Mastercard and hundreds more. Not bad right?
Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand. So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights.
By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter.
Now with offices in Brisbane, London, and Chicago, we're growing the team to bring Askable's research power to researchers everywhere, so they can make smarter, user-driven decisions.
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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
You're the friendly first point of contact for clients, researchers, and participants when they need support from quick questions to trickier problems. You respond clearly, follow through reliably, and spot opportunities to make things easier before they become issues.
This role plays a key part in how Askable delivers a consistent, high quality experience building trust, reducing friction, and helping us scale support without losing the human touch. Whether it's updating help content, resolving queries, or keeping the queue running smoothly, you help ensure the Askable experience delivers not just functionality, but confidence.
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What you'll do
Support with speed and care: Be the first line of support for incoming questions, issues, and requests. You'll keep a close eye on the queue, respond with a personalised first reply within SLA, and make customers feel immediately supported and in safe hands.
Own issues end-to-end: Coordinate with Product, Engineering, Billing, or Participant Recruitment when needed, while remaining the customer's single point of contact. You'll take responsibility for progress, communication, and closure — not just forwarding the ticket and hoping for the best.
Troubleshoot platform issues thoroughly: Recreate and isolate faults with care by following the customer's steps, testing edge cases, and capturing developer-ready evidence (annotated screenshots, screen recordings, and clear reproduction steps). Your goal is to make issues easy to diagnose and fast to fix.
Triage and manage service levels: Tag tickets correctly, prioritise based on urgency and impact, and monitor approaching SLA deadlines so you can intervene early. You'll escalate quickly when required — but always with clear context so the right people can act fast.
Close the loop with great documentation: Log outcomes in Intercom with strong notes, relevant tags, root cause details, and final resolution. These records power pattern spotting, prevention work, and better knowledge base content.
Maintain and improve our external knowledge base (FAQ): Write help articles that sound like Askable — clear, human, and direct. You'll keep content organised around real customer journeys, update screenshots/GIFs as the product changes, and review search terms and feedback weekly to plug gaps and remove duplication.
Contribute to continuous improvement: When you spot a smoother step, you'll propose updates to documentation, checklists, workflows, or tooling — and help roll them out across the team.
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Skills and experience you'll bring
To hit the ground running, you'll have 2-3 years of demonstrated experience in customer service, technical support, or a help desk environment, and you'll be comfortable working in a structured ticketing workflow.
You'll also be able to show that you are:
* strong written and verbal skills, able to translate technical detail into plain English
* able to diagnose common web app issues (browser behaviour, cache, permissions, access) and capture developer-ready evidence (steps, context, screenshots/recordings)
* reliable with prioritisation, queue management, and staying on top of SLAs in a fast-paced environment
* familiar with ticketing and knowledge base tools like Intercom, Zendesk, or Freshdesk, and comfortable documenting outcomes clearly
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The mindset you'll need
You take ownership: You don't just respond - you follow through. You feel accountable for the customer experience and you close the loop properly.
You're calm, clear, and human: You can handle pressure without getting snappy or robotic. Even when the queue is busy, customers feel respected, heard, and guided.
You're curious and practical: You like understanding how things actually work, and you don't panic when you hit something unfamiliar - you investigate, test, and learn quickly.
You think in systems: You care about patterns, not just one-off fixes. You look for ways to prevent future tickets, improve content, and make support smoother for everyone.
You enjoy teamwork: You collaborate well across teams, escalate clearly, and make it easy for others to help - without dumping work or losing ownership.
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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
* An extra 15 days of paid annual leave (We call them Askable Days and we all take them on the same day so no one can bother you on that day)
* Breakfast on us, every day
Plus more—we'll be happy to chat about all our other perks during the interview process
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Before you go...
If you're reading this and are excited but a little scared because you don't think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply to a job unless they meet every single criteria.
At Askable, we're committed to building diverse teams so we'd encourage you to apply even if your past experience doesn't align perfectly with the requirements.