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- Tasks: Be the friendly first point of contact for clients and resolve their queries with care.
- Company: Join Askable, the world’s most loved user research platform, based in Shoreditch, London.
- Benefits: Enjoy competitive salary, extra paid leave, daily breakfast, and more perks!
- Why this job: Make a real impact by helping clients and improving their experience with our platform.
- Qualifications: 2-3 years in customer service or technical support, strong communication skills required.
- Other info: Be part of a vibrant community that values teamwork and continuous improvement.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Heads up! This role is based 100% in-person from our office in Shoreditch, London.
About Askable
Hey, we’re Askable - the world’s most loved user research platform. Loved by Deliveroo, Tesco, Pizza Hut, BBC, Mastercard and hundreds more. Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. 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.
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. In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with.
The Role
You’re the friendly first point of contact for clients, researchers, and participants when they need support from quick questions to trickier problems. You respond clearly, follow through reliably, and spot opportunities to make things easier before they become issues. This role plays a key part in how Askable delivers a consistent, high quality experience building trust, reducing friction, and helping us scale support without losing the human touch. Whether it’s updating help content, resolving queries, or keeping the queue running smoothly, you help ensure the Askable experience delivers not just functionality, but confidence.
What You’ll Do
- Support with speed and care: Be the first line of support for incoming questions, issues, and requests. You’ll keep a close eye on the queue, respond with a personalised first reply within SLA, and make customers feel immediately supported and in safe hands.
- Own issues end-to-end: Coordinate with Product, Engineering, Billing, or Participant Recruitment when needed, while remaining the customer’s single point of contact. You’ll take responsibility for progress, communication, and closure — not just forwarding the ticket and hoping for the best.
- Troubleshoot platform issues thoroughly: Recreate and isolate faults with care by following the customer’s steps, testing edge cases, and capturing developer-ready evidence (annotated screenshots, screen recordings, and clear reproduction steps). Your goal is to make issues easy to diagnose and fast to fix.
- Triage and manage service levels: Tag tickets correctly, prioritise based on urgency and impact, and monitor approaching SLA deadlines so you can intervene early. You’ll escalate quickly when required — but always with clear context so the right people can act fast.
- Close the loop with great documentation: Log outcomes in Intercom with strong notes, relevant tags, root cause details, and final resolution. These records power pattern spotting, prevention work, and better knowledge base content.
- Maintain and improve our external knowledge base (FAQ): Write help articles that sound like Askable — clear, human, and direct. You’ll keep content organised around real customer journeys, update screenshots/GIFs as the product changes, and review search terms and feedback weekly to plug gaps and remove duplication.
- Contribute to continuous improvement: When you spot a smoother step, you’ll propose updates to documentation, checklists, workflows, or tooling — and help roll them out across the team.
Skills And Experience
You’ll have 2-3 years of demonstrated experience in customer service, technical support, or a help desk environment, and you’ll be comfortable working in a structured ticketing workflow.
- Strong written and verbal skills, able to translate technical detail into plain English.
- Ability to diagnose common web app issues (browser behaviour, cache, permissions, access) and capture developer-ready evidence (steps, context, screenshots/recordings).
- Reliability with prioritisation, queue management, and staying on top of SLAs in a fast-paced environment.
- Familiarity with ticketing and knowledge base tools like Intercom, Zendesk, or Freshdesk, and comfort documenting outcomes clearly.
The mindset you’ll need
- You take ownership: You don’t just respond - you follow through. You feel accountable for the customer experience and you close the loop properly.
- You’re calm, clear, and human: You can handle pressure without getting snappy or robotic. Even when the queue is busy, customers feel respected, heard, and guided.
- You’re curious and practical: You like understanding how things actually work, and you don’t panic when you hit something unfamiliar - you investigate, test, and learn quickly.
- You think in systems: You care about patterns, not just one-off fixes. You look for ways to prevent future tickets, improve content, and make support smoother for everyone.
- You enjoy teamwork: You collaborate well across teams, escalate clearly, and make it easy for others to help - without dumping work or losing ownership.
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
- An extra 15 days of paid annual leave (We call them Askable Days and we all take them on the same day so no one can bother you on that day)
- Breakfast on us, every day!
Plus more—we'll be happy to chat about all our other perks during the interview process!
If you’re reading this and are excited but a little scared because you don’t think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply to a job unless they meet every single criteria. At Askable, we’re committed to building diverse teams so we’d encourage you to apply even if your past experience doesn’t align perfectly with the requirements.
Customer Support Representative (UK) employer: Askable
Contact Detail:
Askable Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative (UK)
✨Tip Number 1
Get to know Askable! Before your interview, dive into their website and social media. Understanding their culture and values will help you connect during the chat and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer support scenarios! Think about common issues customers might face and how you'd handle them. This will not only boost your confidence but also demonstrate your problem-solving skills when it matters most.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and concise. Remember, as a Customer Support Representative, you'll need to translate technical jargon into plain English, so practice explaining complex ideas simply.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows you're engaged and eager to learn more about how you can contribute to Askable's mission.
We think you need these skills to ace Customer Support Representative (UK)
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and what makes you tick.
Tailor Your Application: Make sure to customise your application to fit the Customer Support Representative role. Highlight your relevant experience and skills that match what we’re looking for, especially your knack for clear communication and problem-solving.
Showcase Your Experience: Don’t just list your past jobs; tell us about specific situations where you’ve excelled in customer support or technical troubleshooting. Use examples that demonstrate your ability to take ownership and follow through on issues.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our Askable community!
How to prepare for a job interview at Askable
✨Know the Company Culture
Before your interview, take some time to understand Askable's culture. They value teamwork and a supportive environment, so think about how you can demonstrate that you align with these values. Be ready to share examples of how you've contributed to a positive team dynamic in your previous roles.
✨Master the Job Description
Familiarise yourself with the specific responsibilities outlined in the job description. Prepare examples from your past experience that showcase your ability to handle customer queries, manage ticketing systems, and troubleshoot issues. This will help you illustrate your fit for the role during the interview.
✨Practice Clear Communication
Since strong written and verbal skills are crucial for this role, practice explaining technical concepts in simple terms. You might even want to do a mock interview with a friend where you explain common web app issues or customer support scenarios to ensure you can communicate clearly under pressure.
✨Show Your Curiosity
Ask insightful questions during your interview that show your curiosity about the role and the company. Inquire about the tools they use for ticketing and knowledge management, or ask how they approach continuous improvement in their support processes. This demonstrates your proactive mindset and genuine interest in contributing to Askable.
