Support Operations Partner

Team: Support, UK

Prolific

Prolific is not just another player in the AI space – we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models.

The role

As Support Operations Partner, you'll improve the efficiency and scalability of our Support and GTM function through intelligent and efficient tooling, automation, and AI. You'll build and maintain the systems that help customers get faster resolutions and give our customer-facing team what they need to deliver excellent service.

Working cross-functionally across Support, Human Data, Engineering, Product, and GTM teams, you'll implement automated workflows, optimise processes, and develop self-service strategies.

We're looking for someone with a strong background in support and GTM tooling who can hit the ground running and start delivering results from week one.

What you’ll bring to the role

• Strong working knowledge of Intercom and Hubspot is essential: you should be able to build workflows, troubleshoot issues and configure automations from the outset. Experience with Reforge is desirable.
• Demonstrated experience in support operations, technical support, or similar roles with responsibility for building and maintaining operational systems.
• Experience with knowledge base platforms and automation tools such as Zapier or Retool.
• Exposure to AI-driven support solutions (chatbots, automated responses, intelligent ticket routing) or demonstrated ability to implement them effectively.
• Strong understanding of workflow automation design and process optimisation.
• Analytical mindset with the ability to interpret support metrics, identify trends, and develop actionable improvements.

What you’ll be doing in the role

• Manage day-to-day operations and optimisation of Support and GTM tooling, ensuring systems remain effective as requirements evolve.
• Contribute to the evaluation and rollout of new tools and platforms to enhance the Support team’s capabilities.
• Design, build, and maintain automations that reduce manual effort and drive operational efficiency.
• Identify and implement solutions that enable customer self-service and reduce support ticket volume.
• Deploy and refine AI-driven support tools, ensuring accuracy and effectiveness.
• Troubleshoot tooling or automation issues, acting as the first point of contact for questions from customer-facing teams.
• Conduct regular analysis to identify trends, improvement opportunities, and operational insights, proactively surfacing customer insights with key business units.
• Track and analyse tool usage and workflow performance to spot areas for improvement.
• Maintain clear documentation of workflows, automations, and tooling configurations, ensuring teams are fully trained on the entire GTM toolstack.
• Work with Engineering or Product when more complex changes or integrations are needed.

Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breadth and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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