Researcher

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are looking for a Researcher to deliver an exceptional member experience by offering guidance and resources for both daily challenges and major life decisions. In this role, you will locate, contact, and vet service providers to ensure they meet the specific needs of our members. Requests span various areas, with a focus on childcare, parenting, adult and elder care, emotional wellness, disability support, neurodiversity, and financial resources.

You will evaluate provider suitability against member specifications to deliver tailored assistance. This hands-on position requires keen attention to detail, exceptional communication skills, and high professionalism. A strong work ethic and a collaborative mindset are essential for success. As a Researcher, You Will… Utilize internal databases, internet tools, and AI to identify potential resources and ensure these are aligned with member needs.

Research, map, contact, and pre-screen resources to ensure they fulfill specific case requirements. Ensure member satisfaction by consistently meeting quality and productivity weekly benchmarks. Maintain timely, detailed, and accurate documentation of case research workflows, status, and outcomes. Perform additional duties and responsibilities as assigned by management.

As a Researcher, You Need… High school diploma or equivalent (required). 1+ years of call center or customer service experience. Previous experience as a Researcher or similar roles preferred (a plus, but not required). Proficiency in Microsoft 365 and Google Workspace applications. Experience with case management systems (e.

g., Salesforce, Amazon Connect) preferred. Strong commitment to team goals and collaborative success. Excellent written and verbal communication skills. Ability to manage daily workflows and meet member case SLAs consistently. Adaptable with a strong ability to stay updated on evolving internal processes and industry standards.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.