THE TEAM & THE JOB
Our mission is to build the world’s best panel, made up of millions of members who experience the most enjoyable, engaging and rewarding data sharing experience of any data company in the world. As part of the department responsible for growing panel membership worldwide, our member support function plays a critical role in delivering world-class service to millions of members worldwide, handling tens of thousands of support requests from members each month
WHAT YOU WILL BE DOING
The Panel Member Support Executive will be accountable for delivering high-quality support to YouGov panel members worldwide, by resolving their queries and issues in a timely and professional manner. This role requires strong attention to detail, effective communication, and a customer-centric mindset to ensure a positive member experience. The successful candidate will collaborate with internal teams to escalate complex issues, identify recurring trends, and contribute to ongoing improvements in support processes.
KEY RESPONSIBILITIES
- Manage and resolve assigned member support tickets within defined SLAs and quality standards.
- Accurately record all member interactions and actions in the support system.
- Escalate complex or unresolved queries to senior team members or relevant internal stakeholders.
- Communicate with professionalism, empathy, and clarity in all member interactions.
- Follow established standard operating procedures (SOPs) and compliance requirements.
- Identify recurring issues, share insights with the team, and suggest process enhancements.
- Contribute to ongoing team initiatives, process improvements, and quality reviews.
WHAT YOU NEED TO KNOW: TECHNICAL SKILLS & EXPERIENCE, COMPETENCIES
- Minimum 1 year of experience in a customer or panel support environment (email/ticket-based preferred).
- Proficiency in customer support or ticketing platforms (e.g., Zendesk).
- Strong working knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Good understanding of SLAs, SOPs, and ticket management workflows.
- Excellent written communication and documentation skills.
- Demonstrated customer focus, empathy, and effective interpersonal communication.
- Strong problem-solving and analytical thinking abilities.
- High level of adaptability and flexibility in a dynamic, fast-paced work environment.
- Proven collaboration and teamwork skills, particularly in cross-functional or global settings.
- Ownership, accountability, and strong attention to detail.
- Effective organizational and time management skills.
- A Bachelor’s degree or an equivalent diploma in any discipline is preferred
- Prior experience in market research or online panel operations (advantageous).
Why join YouGov?
Join our global team to help us achieve our social mission: to make millions of people’s opinions heard for the benefit of our local, national, and international communities.
Understanding diversity of opinion requires diversity of background. Although our global panel of millions of people worldwide powers our research, our biggest asset is our people. If our research is to be truly representative of what the world thinks, we need people from all walks of life to be part of the team to bring their perspective to the work we do.
Life at YouGov
We are driven by a set of shared values. We are fast, fearless, and innovative. We work diligently to get it right. We are guided by accuracy, ethics, and proven methodologies. We respect and trust each other, bringing these values into everything that we do.
We strive to provide YouGovers with best-in-class benefits to support their physical, financial, and emotional wellbeing. We want our employees to have a sense of belonging and uniqueness in a supportive workplace, so they can bring their full selves to work.
Equal Opportunity Employer
As an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, marital status, age, disability, genetic information, HIV status, political affiliation, socioeconomic background, veteran status or any other characteristic protected by law or in line with our responsibilities as a fair and ethic employer. All employment decisions are made based on occupational qualifications, merit, and business need.
Data Privacy
To find out how we collect and use your personal data when you apply for a role at YouGov, please read our privacy notice at https://jobs.yougov.com/privacy
