About the role:

Lead in the collection and sharing of customer insights and support the Customer Care team in meeting departmental projects objectives.

Responsibilities:

· Lead in the collection and sharing of customer insights

· Collaborate with other departments to identify customer trends and support customer-driven initiatives

· Design and lead the execution of qualitative and quantitative research plans based on project requirements

· Interpret and present data, and make actionable recommendations

· Supervise Market Research Specialist(s)

· Support team’s Objectives and Key Results (OKRs), as needed

· Participate in site testing to identify and report site bugs and problematic customer flows

· Offer ad-hoc support and analysis to the Customer Care Team, as needed

Requirements:

· At least 4 years of market research experience

· At least 3 years of customer support experience (Direct interaction with customers to address product and/or billing inquiries, or Tier 2 support is preferred)

· Academic and practical experience in an array of research methodologies

Skills:

· Proficient with MS suite of tools

· Ability to interface well with other members of the organization

· Effective oral and written communicate

· Excellent attention to detail

· Excellent organizational skills

· Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines

· Ability to think creatively, critically and analytically

· Ability to work autonomously with experience and good judgment to plan and accomplish goals

About us:  

JustAnswer is the best way to talk to doctors, lawyers, vets, mechanics and more in minutes—24/7. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Our mission is simple: we help people.  

Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital and Glynn Capital Management. 

Our culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include catered lunches on Tuesdays and Thursdays, medical/dental/vision, 401K with matching and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!