Platform Enablement Consultant – SaaS Consumer Insights Platform

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee and address intricate escalations from users or Quinn utilizing the platform, ticketing systems, and AI tools.

• Serve as the intermediary between users and the Product team.

• Examine unexpected platform behaviors and determine whether issues stem from software bugs, user errors, or flawed survey logic.

• Collaborate with the Product team to facilitate resolutions.

• Assess outputs generated by Quinn for technical accuracy.

• Detect hallucinations, data discrepancies, and logical inconsistencies in automated questionnaire designs.

• Provide education and training to customers regarding platform capabilities.

• Empower clients to conduct and manage research autonomously.

• Quickly adapt to the continuously evolving platform.

• Evaluate trends in the support queue and suggest workflow enhancements.

• Document client pain points and advocate for specific platform improvements.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Business, a related analytical field, or equivalent hands-on experience in technical support, SaaS enablement, or market research operations.

• Strong technical aptitude.

• Excellent analytical capabilities.

• Familiarity with market research principles and survey flow mechanics.

• Understanding of question routing, skip patterns, piping, quota definitions, and screening criteria.

• Capacity to utilize AI tools and detect hallucinations, inaccuracies, or logical inconsistencies.

• Proficiency in conveying technical issues, bug investigations, and survey workflows into straightforward guidance.

• Ability to excel in a dynamic SaaS environment.

• Skill in enhancing support workflows, knowledge base resources, and customer success metrics.

🏝️ Benefits

• Flexible PTO.

• Flexible working hours.

• Remote/hybrid work opportunities.

• Chance to work abroad for up to 6 weeks each year.

• Dedicated learning budget for every employee.

• Company-wide workshops.

• Health, dental, and vision insurance.

• Support from certified mental health first aiders.

• Quantiwell days offered twice a year.

• 401k plan.

• Annual match of 3.5%.

• Team offsite events.

• Summer and holiday celebrations.