Technical Support Manager

PARTICIPANT SUPPORT ADVISOR   Prolific Prolific is not just another player in the AI space—we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models. The role As a Participant Support Advisor at Prolific, you’ll play a key role in supporting the participants who power research on our platform. You’ll join our small, collaborative participant support team, delivering exceptional, empathetic support while helping us continuously improve and scale the participant experience. You’ll spend the majority of your time handling participant support tickets, using your experience, judgment, and troubleshooting skills to investigate and resolve a wide range of complex queries, ranging from account, payment, and verification issues to reviewing account holds and identifying potential platform or policy issues. You’ll be comfortable managing a high volume of tickets while maintaining a high bar for quality, accuracy, and customer care. Beyond resolving individual queries, you’ll proactively identify trends, uncover recurring issues, and take ownership of improvements that make support faster, smarter, and more scalable. You’ll act as a trusted point of expertise within the team, sharing knowledge, supporting colleagues, and helping raise the overall quality of support. You’ll collaborate closely with internal teams across Prolific, translating participant feedback into actionable insights and advocating for improvements across the platform. You’ll help ensure participant needs are considered in decisions that impact the quality, fairness, and trustworthiness of our research ecosystem. You’ll lead support-led initiatives that improve the participant experience and make our operations more effective. This could include analyzing support trends to identify opportunities, simplifying complex processes, improving internal workflows, creating clearer guidance for participants, or partnering with other teams to address recurring issues at their root cause. You’ll use your frontline experience to turn customer insights into meaningful improvements. This is a role for a seasoned support professional who thrives with autonomy and ownership. You’ll be trusted to take on complex problems, drive work forward independently, and deliver high-quality outcomes with minimal oversight. Working closely with the Participant Support Manager, you’ll help shape how we scale support and improve our processes to create an exceptional experience for Prolific participants.   What you'll bring * Experience operating at a senior level within a fast-paced support team, ideally at a SaaS or tech company, demonstrating ownership of complex issues, mentoring or supporting colleagues, and driving operational improvements. * Proven ability to manage a high volume of customer tickets while maintaining exceptional quality, accuracy, and customer satisfaction * Excellent written communication skills, with the ability to explain complex issues clearly, professionally, and empathetically * Strong troubleshooting and investigative skills, with experience collaborating with technical teams * A proactive mindset, identifying recurring problems, spotting opportunities for improvement, and taking ownership of solutions rather than waiting for direction. * Experience working on cross-functional projects or initiatives that improve customer experience, support operations, or internal processes * Confidence working autonomously, making sound decisions, managing competing priorities, and performing effectively in a fast-changing environment. * Comfortable navigating multiple systems and tools simultaneously, including ticketing platforms (we use Intercom), internal admin tools, and knowledge bases * A high bar for quality, taking ownership of your work and earning trust through consistently delivering to an excellent standard   What you'll be doing * Deliver outstanding support to Prolific's participant community, consistently handling a high volume of tickets while maintaining speed, accuracy, and empathy. * Investigate and resolve complex participant issues, including account and payment-related queries, reviewing account holds and escalating technical or systemic issues where appropriate. * Act as a trusted point of expertise within the support team, sharing knowledge, supporting teammates, and helping raise the overall quality of support. * Identify recurring customer pain points and operational inefficiencies, proactively driving improvements that enhance the participant experience and reduce support tickets. * Collaborate with internal teams to advocate for participants, share insights, and help influence product and policy improvements. * Maintain deep expertise across Prolific's systems, policies, and features to provide accurate, up-to-date guidance and support. * Take ownership of delegated workstreams and operational initiatives, delivering them to a high standard with minimal oversight. * Champion continuous improvement by improving documentation, refining processes, and helping the support team scale effectively. Desirable: * Experience as a prolific participant or a strong understanding of the challenges and motivations of people taking part in online research * Experience working in a marketplace environment, supporting and balancing the needs of different user types * An analytical mindset, using data and customer insights to identify trends, inform decisions, and improve support operations * An interest in AI, online research, ethical data collection, or the fair and ethical treatment of research participants ----------------------------------------------------------------------------------------------------------------------------------     Why Prolific is a great place to work We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems. We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity. Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.   Links to more information on Prolific Benefits  External Handbook  Website  Youtube    Privacy Statement By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, and where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific's use of your personal information.

A Career with Point72's Market Intelligence Team On our proprietary research team—Market Intelligence—you’ll partner with our investment professionals and Compliance team to work with alternative data to uncover insights about companies, industries, and the broader economy through deep fundamental research and applying data science and engineering techniques. You’ll work alongside a talented team with diverse skills, backgrounds, and perspectives. Our sector data analysts, data scientists, data managers, and engineers work together to build compliant research products that are incorporated into the research process of our investment professionals. We look for other bright, motivated, and collaborative people to join our team and grow with us—a majority of the leaders in our group were promoted from within. WHAT YOU'LL DO * Act as a forward-deployed solution architect: partner with EMEA Pods and business groups to identify high-value AI use cases, understand research workflows, and shape practical solution designs. Use lightweight proof-of-concepts selectively to validate value before larger build decisions. * Be the bridge between EMEA teams and the firm’s AI resources: turn messy team signal into concrete product and platform asks, surface existing firm capabilities before teams reinvent them, and help firm-wide teams understand regional priorities. * Lead the enablement motion through teach-ins, prompt and tool literacy, and best-practice sharing, helping teams move beyond “AI is new and exciting” towards “AI is how we work.” * Provide the light-touch technical support that unblocks a team—such as a quick integration or precise bug report—without owning or maintaining core production systems. * Track adoption and impact with simple metrics, and feed what is working back to the teams building firm-wide capabilities. WHAT'S REQUIRED * 3+ years of experience in a client-facing product, solution-engineering, or forward-deployed role. Early-stage or startup experience—working directly with users and moving quickly—is a strong plus. * A solid grasp of AI, solution design, and engineering best practices, with the judgement to assess feasibility and shape sound solutions. Comfort with Python, modern LLM and agentic tooling—including model APIs, retrieval-augmented generation, and agents—and SQL/data is expected; hands-on engineering experience is a plus. * A bachelor’s degree; a STEM background or equivalent hands-on experience is preferred. * A track record of gathering requirements from non-technical users and translating them into solutions people actually adopt. * Genuine interest in financial markets and how investment research gets done. * Excellent communication and interpersonal skills, with the confidence to work closely with senior investment professionals. * Strong product instinct, bias to action, high energy, and comfort operating with ambiguity. * Commitment to the highest ethical standards. WE TAKE CARE OF OUR PEOPLE We invest in our people, their careers, their health, and their well-being. When you work here, we provide: * Private Medical and Dental Insurances * Generous parental and family leave policies * Volunteer opportunities * Support for employee-led affinity groups representing women, people of colour and the LGBQT+ community * Mental and physical wellness programmes * Tuition assistance * Non-contributory pension and more ABOUT POINT72 Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry's brightest talent by cultivating an investor-led culture and committing to our people's long-term growth. For more information, visit https://point72.com/.