Customer Solutions Associate

Team Oversight

• Supervise and support two part-time Virtual Assistants who provide live session support

• Set schedules, communicate expectations, and review task performance

• Serve as the escalation point for scheduling conflicts, technical issues, or coverage gaps

• Jump in to assist with live session support when schedules require overflow coverage Live Research Support (As Needed)

• Join online sessions early to confirm tech readiness for participants and moderators

• Troubleshoot common issues with internet, video, audio, or screen sharing

• Start recordings and monitor session launches for technical success

• Respond quickly to team messages or technical interruptions during sessions UX Tool Troubleshooting & Summarization

• Investigate and document issues within the UX tool (where live sessions are hosted)

• Escalate unresolved or recurring problems to Product or Engineering teams

• Summarize findings in clear, written reports for internal team awareness and follow up Administrative & Operational Support

• Support the Customer Solutions Manager and Associate Director with admin needs

• Assist with internal documentation, scheduling, meeting notes, and follow-ups

• Take ownership of repeatable tasks that free up leadership for higher-level priorities

• Help maintain knowledge base materials and organize process improvements

• Strong spoken and written English – you’ll be supporting internal teams and occasionally clients

• Experience managing or supervising others, particularly remote or part-time workers

• Technical confidence with tools like Zoom, Microsoft Teams, Google Meet, screen sharing, etc.

• Calm and clear communicator under pressure or in fast-moving situations

• Organized and self-motivated, with the ability to juggle multiple responsibilities

• Willingness to learn the platform and internal tools (UX tool, Zendesk, Jira, Confluence)

• Available to work in Eastern Time (ET) hours with up to 2 hours of buffer time