Customer Support Executive

THE TEAM & THE JOB

Our mission is to build the worlds best panel, made up of millions of members who experience the most enjoyable, engaging and rewarding data sharing experience of any data company in the world. As part of the department responsible for growing panel membership worldwide, our member support function plays a critical role in delivering world-class service to millions of members worldwide, handling tens of thousands of support requests from members each month

WHAT YOU WILL BE DOING

Panel Support Executive/Customer Support Executive

KEY RESPONSIBILITIES

• Manage and resolve assigned member support tickets within defined SLAs and quality standards.
• Accurately record all member interactions and actions in the support system.
• Escalate complex or unresolved queries to senior team members or relevant internal stakeholders.
• Communicate with professionalism, empathy, and clarity in all member interactions.
• Follow established standard operating procedures (SOPs) and compliance requirements.
• Identify recurring issues, share insights with the team, and suggest process enhancements.
• Contribute to ongoing team initiatives, process improvements, and quality reviews.

WHAT YOU NEED TO KNOW: TECHNICAL SKILLS & EXPERIENCE, COMPETENCIES

• Minimum 1 year of experience in a customer or panel support environment (email/ticket-based preferred).
• Proficiency in customer support or ticketing platforms (e.g., Zendesk).
• Strong working knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Good understanding of SLAs, SOPs, and ticket management workflows.
• Excellent written communication and documentation skills.
• Demonstrated customer focus, empathy, and effective interpersonal communication.
• Strong problem-solving and analytical thinking abilities.
• High level of adaptability and flexibility in a dynamic, fast-paced work environment.
• Proven collaboration and teamwork skills, particularly in cross-functional or global settings.
• Ownership, accountability, and strong attention to detail.
• Effective organizational and time management skills.
• A Bachelors degree or an equivalent diploma in any discipline is preferred
• Prior experience in market research or online panel operations (advantageous).

Why join YouGov?

Understanding diversity of opinion requires diversity of background. Although our global panel of millions of people worldwide powers our research, our biggest asset is our people. If our research is to be truly representative of what the world thinks, we need people from all walks of life to be part of the team to bring their perspective to the work we do.

Life at YouGov

Equal Opportunity Employer

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