Customer Experience Associate

Job Description:

Strategic Imperative: 

The Customer Experience Associate is an entry-level role designed to build foundational knowledge of the Pollfish DIY research platform and the broader market research industry. Associates play a key role in supporting clients with early-stage inquiries, ensuring data accuracy, and escalating technical concerns as needed. Their work contributes to a seamless product experience, which directly supports platform 

adoption and revenue growth.

The team will work on a rotating shift schedule to ensure coverage during U.S. business hours (primarily Eastern Time). As a result, shifts may frequently fall in the afternoon/evening hours in Greece and may also include weekends and national holidays, where premium pay applies under Greek employment law.

Who We Are!  

Pollfish, a Prodege, LLC company, is an online market research survey platform where data driven brands bring market research in-house for faster and smarter decision making. We have a proprietary network of 250M consumers/year which enables companies to connect with and understand real consumers worldwide in a fast, easy and cost-effective way.

Primary Objectives: 

• Respond to basic platform inquiries and triage incoming issues.

• Escalate complex problems to Specialists or Sr. Specialists.

• Learn and apply best practices in survey setup and quality review.

• Document and track customer interactions in CRM.

Qualifications - To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Detailed Job Duties: (typical monthly, weekly, daily tasks which support the primary objectives)

• Monitor and respond to customer inquiries during night shifts, focusing on basic product questions and data quality checks.

• Assist in reviewing client project setup for completeness and accuracy under guidance from more senior team members.

• Clean survey responses by identifying and flagging irrelevant or poor-quality data using internal tools.

• Document and escalate technical issues or bugs to Specialists or the Team Lead.

• Update customer records and notes in Hubspot and contribute to shift handover documentation.

• Shadow Specialists and attend training sessions to build foundational product and industry knowledge.

What does SUCCESS look like?

Success in this role means gaining foundational knowledge of our DIY research platform and the broader market research space, while confidently handling basic support inquiries during lower-volume shifts. Associates who succeed are curious, eager to learn, and consistently accurate in their documentation and issue triage. They demonstrate growth in their ability to understand product functionality and contribute to positive user experiences. By supporting platform adoption and client satisfaction, they directly contribute to product-driven revenue growth.

The MUST Haves: (ex: job cannot be done without these skills, education, experience, certifications, licenses) 

• Familiarity with online platforms, SaaS tools, or CRM systems.

• Fluency in English; both verbal and written.

• Strong written and verbal communication skills with the ability to explain basic product features clearly.

• Attention to detail for reviewing data and ensuring accuracy in customer records.

• Basic problem-solving skills with the ability to identify when to escalate issues.

• Comfortable learning and applying new technology platforms and tools.

• Organizational skills to manage multiple inquiries and document interactions effectively.

• Ability to work independently during assigned shifts, including evenings or nights, while collaborating with a distributed team

• Eagerness to grow.

The Nice to Haves: (ex: preferred additional skills, education, experience, certifications, licenses) 

• At least 1 year of experience in a customer service, client support, or administrative role

• Bachelor's degree preferred.

• Familiarity with Hubspot preferred.

• Experience in monitoring and reviewing quantitative research projects and their design is a strong plus.

• Strong problem-solving skills

Perks & Benefits:

• An attractive salary package

• Part of an innovative Global Tech Company

• Private Health Insurance

• Company Equity

• Weekly Office Events - Catered Lunch and Breakfast

• Stocked Kitchen

• Company Outings & Quarterly Events

• Hybrid Working

• Meal Coupons - Monthly

• LinkedIn Learning & Training Opportunities/Budget

• Mental Health Benefits - Wellness Coach App Subscription

• Great office location in the city center - Parking slots available

• Gym Subscription - UP Fit

• Quarterly Charitable Giving Allowance

• Peer recognition Allowance