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Job Title: Panelist Support & Video Quality Specialist Company Overview: Pulse Labs ( https://pulselabs.ai/ ) is seeking dedicated individuals to join our team as Panelist Support & Video Quality Specialists . Backed by industry giants Google and Amazon, Pulse Labs is at the forefront of revolutionizing product development. Our mission is to provide insightful, actionable, and easily comprehensible feedback throughout the product lifecycle—from conception to market launch and beyond. Through our innovative product evaluation platform, we empower leading tech companies to refine and create groundbreaking products across mobile, smart home, wearables, and automotive domains. We are looking for detail-oriented, customer-focused professionals who excel in problem-solving and thrive in a fast-paced environment. If you are passionate about providing exceptional service, ensuring high-quality research data, and enjoy working in a collaborative team, this role is perfect for you! Key Responsibilities Panelist Support & Ticket Management: Monitor and manage incoming support tickets via HubSpot. Serve as the primary point of contact for panelists, ensuring prompt and professional communication. Provide timely and accurate information regarding queries, troubleshooting issues efficiently. Escalate complex issues when necessary and ensure resolution to satisfaction. Document all client interactions, issues, and resolutions in HubSpot. Identify trends in support queries to enhance processes and improve the overall panelist experience. Video Quality Review & Validation: Thoroughly review user-submitted video content for audio/video clarity and adherence to research guidelines. Identify issues such as poor resolution, incomplete recordings, or misaligned audio/video. Ensure videos meet submission, critical user journey, and accessibility standards before passing them for research analysis. Log issues accurately in tracking systems (e.g., JIRA, Trello) and collaborate with UX Operations to resolve quality concerns. Provide recommendations to improve panelist guidelines for better video submissions. Process Improvement & Collaboration: Contribute to refining video quality standards and enhancing support processes. Work closely with UX researchers and TechOps teams to ensure seamless operations. Identify recurring issues and propose automation or self-service solutions to improve efficiency. Basic Qualifications: Previous experience in customer support, panelist support, video QA, or a related role. Experience using CRM/ticketing systems like HubSpot. Strong attention to detail and ability to identify visual and audio quality issues. Excellent verbal and written communication skills in Advanced English. Ability to manage multiple tasks, prioritize effectively, and meet deadlines. Customer-focused mindset with a commitment to exceptional service. Preferred Qualifications: Experience with video QA processes and accessibility standards. Familiarity with issue-tracking tools like JIRA or Trello. Adaptability to a fast-paced, dynamic work environment. Collaborative team player with a positive attitude. Contract Details: Compensation: Approx. Rs. 25,000/month Schedule: Full-time, 3-month contract with potential extension. Location: Fully remote. Start Date: Immediate availability preferred. Application Instructions: If you are passionate about providing high-quality support and video analysis, we encourage you to apply. Please submit your resume and a brief cover letter via Pulse Labs Career to be considered for this exciting opportunity. Pulse Labs is an equal opportunity employer, and all applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Join us in shaping the future of product research and experience innovation! Show more Show less
