Customer Success

Heads up This role is based in-person at our office in sunny Brisbane, Australia.
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About Askable

Hey, we're Askable - the world's most loved user research platform. Loved by whom you ask? Woolies, Qantas, Canva, BUPA, CommBank, NAB, Telstra, 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Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand.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.

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About the role

We're looking for a dedicated, ambitious people-person to join our Customer Success team as a Recruitment & Fulfilment Coordinator.

This is a Customer Support role with a twist. Alongside answering client and participant questions, you'll also be hands-on in making sure research studies get the right participants—on time, every time.You'll work closely with our Participant Delivery Lead, approving studies, running quick feasibility checks, monitoring live projects, and stepping in early if something looks at risk. Some of the brands you'll support are among the AU's (and the world's) largest companies, such as Mastercard, Commonwealth Bank, Woolworths, and Telstra.

Our Customer Success and Support team is the backbone of who we are and what we do. Our clients and participants look to us for support and guidance—so we're looking for someone who can deliver the unexpected to really blow their socks off.

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What you'll do

• Support & WOW: Be the first line of support for clients, researchers and participants—troubleshooting issues quickly and going the extra mile to deliver a standout experience.
• Approve studies quickly: Review new projects, check screeners, incentives and quotas, and flag risks or ethical concerns before launch.
• Feasibility checks: Answer "Can we recruit…?" questions fast with clear, data-backed responses, and suggest alternatives when needed.
• Keep projects on track: Monitor live dashboards, batch campaigns across sources, and rescue lagging studies early.
• Engage through social media platforms: Use tools like META and LinkedIn to connect with niche audiences by posting, promoting, and experimenting with targeting to support recruitment for hard to fill studies.
• Champion participant care: Make sure participants feel respected and safe at every touchpoint, escalating welfare concerns immediately.
• Jump into support queues: Step into live chat/email when things spike, keeping first-response times and CSAT high.
• Help us improve: Update guides, FAQs and playbooks; document new tools; and share insights to make the next study smoother for everyone.

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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 experience working in customer support role — ideally in Software as a Service, tech or research company.

You'll also be able to show that you are:

• excel at clear written and verbal communication
• an organised multitasker, comfortable juggling priorities in a fast-paced environment.
• Tech-savvy—familiar with CRMs, Spreadsheets, Slack, Notion.
• Bonus points for familiarity with UX research workflows or participant platforms.

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Success in your first 6 months

This is what a successful applicant will look like in their first 6 months:

• You're the trusted go-to for study approvals and feasibility checks.
• You're driving participant fulfilment performance, rescuing at-risk projects before deadlines slip.
• Clients feel supported, participants feel cared for, and CSAT stays high.
• You've helped improve playbooks and self-serve guides, making life easier for future clients.
• You've contributed at least one new process, tool or best practice to the team.

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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.

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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
• Askable Days: a bonus paid day off every month (giving you a total of 7 weeks annual leave )
• A decent, mostly healthy, and always delicious lunch, every day
• Free public transport to get you to and from the office
• And more We'll be happy to chat about all our other perks during the interview process.

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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.