We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback. We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus. Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together. The Opportunity: The day to day for this opportunity will include: Respond to a range of customer issues based on priority via email, chat, and phones Identify and analyze issues, patterns, and trends in customer requests & product performance Identify and evaluate opportunities to increase customer satisfaction Craft well-written professional responses Demonstrate empathy and patience in every customer interaction Achieve monthly goals of solved tickets without compromising quality Find solutions and resolve issues while always adhering to company policies and guidelines Learn, utilize and multitask across a variety of tools to view account information, troubleshoot, and solve complex issues Identify and escalate bugs to the appropriate internal teams Communicate effectively with internal teams to identify pain points and provide product feedback What We’re Looking For: Strong customer service experience with a desire to go above and beyond Bachelor's degree or equivalent experience preferred Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently Help maintain world-class CSAT standard of 95% Professional written and verbal communication skills with strong attention to detail Must be able to self-manage in a fast-paced environment with an international team Desire to continually learn, adapt and work in the developing UX field Multilingual (professional working proficiency) is a plus Strong interpersonal skills required Must be able to build relationships and work in tandem with other customer-facing teams Build and maintain relationships with our valued customers Ability to work the shift : Monday-Friday 3pm - 11:30pm PT UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. What we're creating is a window to help organizations see the world from another point of view—a way to feel what others are feeling. At UserTesting, we believe empathy is a core component of who we are and how we work, driving us to hold ourselves accountable and ensure we can see and experience things from other people's perspectives. We’re leading a movement for empathy. This means shifting from only seeing business-as-numbers to seeing business for people. This empowers us to bring our authentic selves to work every day, and drives everyone at UserTesting.
