5-7 years of experience in technical support or SaaS enablement
Strong understanding of market research fundamentals and survey mechanics
Proficient in leveraging AI tools with attention to detail
Excellent communication skills for translating technical concepts
Degree in Information Systems, Business, or related analytical field
Responsibilities
Manage and resolve complex user escalations using platform and AI tools
Investigate platform issues to identify bugs or user errors
Review AI-generated outputs for accuracy and logic
Educate clients on platform capabilities for independent research execution
Analyze support trends to recommend process improvements
Benefits
Flexible work environment with remote/hybrid options and the ability to work abroad for up to 6 weeks
Dedicated learning budget and company-wide workshops
Comprehensive health benefits and mental health support
Commitment to diversity and inclusion within the team
401k program with a 3.5% annual match
Team bonding activities and events throughout the year
Full Job Description
Introduction:
As a Platform Enablement Consultant in our Global Research Enablement team, you are the essential human backbone for our "Do It with quinn" (DIQ) ecosystem. In this self-serve model, clients design and execute consumer research alongside quinn, our always-on AI research partner. Your mission is to serve as their ultimate technical enabler and safety net investigating complex platform issues, triaging escalations, and evaluating AI-generated outputs to ensure seamless research execution.
Are you a tech-savvy problem solver who loves digging under the hood? Are you adept at AI, sharp enough to spot a logic flaw or hallucination, and energized by empowering others? If so, we'd love to talk with you!
What you will be doing:
DIQ Support & AI Escalation Management: Manage and resolve complex escalations from users or quinn by skillfully utilizing our platform, ticketing systems, and AI tools. Act as the critical bridge between users and Product.
Technical & Research Flow Troubleshooting: Investigate unexpected platform behaviors to isolate software bugs, user error, or flawed survey logic - coordinating seamlessly with Product to drive swift, decisive resolutions.
AI Output & Questionnaire Quality Assurance: Systematically review quinn-generated outputs for technical precision, identifying hallucinations, data inconsistencies, or logic gaps in automated questionnaire designs.
Client Empowerment & Enablement: Take a service- and education-minded approach to every interaction. Educate and train customers on platform capabilities, empowering them to build and run research independently.
Platform Mastery, Process Improvement & Product Feedback: Rapidly master our evolving platform and act as a crucial feedback loop. Analyze support queue trends to recommend workflow optimizations, systematically capturing client friction points to advocate for targeted platform enhancements.
Who you are:
The ideal candidate is a tech-savvy problem solver who understands market research survey mechanics and thrives on empowering customers in an AI-driven SaaS environment.
Tech-Savvy Problem Solver: You have a deep technical aptitude, strong analytical skills, a drive to find solutions, and a passion for untangling complex software issues.
Market Research & Survey Flow Aptitude: You possess a solid understanding of market research fundamentals and survey flow mechanics-including question routing, skip patterns, piping, quota definitions, and screening criteria-allowing you to quickly diagnose flaws in implementation.
AI Adept with a Critical Eye: You leverage AI tools effectively while maintaining a sharp eye for detail to spot hallucinations, mis-statements, or logic gaps in AI-generated outputs.
Education-Minded Communicator: You translate complex technical nuances, bug investigations, and survey workflows into clear, actionable guidance for clients and internal engineering teams.
Agile & Process-Oriented: You thrive in a fast-paced SaaS environment, constantly seeking ways to improve support workflows, knowledge base resources, and customer success metrics.
Education & Background: Degree in Information Systems, Business, a related analytical field, or equivalent practical experience in technical support, SaaS enablement, or market research operations.
Benefits of working at quantilope:
Flexible work environment: With flexible PTO, flexible working hours and remote/hybrid opportunities, we believe you can succeed from anywhere. Did we mention that everyone has the opportunity to work abroad for up to 6 weeks per year?
Ongoing learning: With our dedicated learning budget for every employee and company-wide workshops with the best in the biz, we believe in providing our employees with all the tools they need to excel.
Wellness is key: We offer full benefits (health, dental, and vision) as well as the support of certified mental health first aiders. We also have Quantiwell days which are global mental health days twice a year where the whole company takes a day for themselves.
Diverse & inclusive community: Our team spans the globe, driving diverse ways of working and thinking. With the help of an incredible Community Committee, we are committed to advancing education and awareness.
Planning for the future: At quantilope, we keep your financial wellness top of mind with a 401k program and a 3.5% annual match.
Team bonding: Team offsites, summer and holiday parties.. .where in the world will we bring the team together next? We're all working hard and know how important it is to have fun along the way.
