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.
