User Researcher, Merchant Operations

Bask Health; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Bask Health is seeking a User Researcher, Merchant Operations to understand how merchants run their day-to-day business using Bask Health. You will study administration workflows, dashboards, and multi-tool interactions, translating observations into product improvements.

Work closely with product, design, and engineering teams to shape research plans, recruit participants, and deliver actionable recommendations that reduce friction and boost operational efficiency.

Qualifications

• 3+ years of professional experience in user research, UX research, product research, or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience conducting research involving business software or complex operational workflows.
• Strong understanding of qualitative research methods.
• Experience conducting user interviews and usability studies.
• Ability to observe and analyze how users complete real-world tasks.

Responsibilities

• Conduct user research focused on Bask Health's merchant operations and administrative workflows.
• Study how merchants manage day-to-day business activities through the platform.
• Conduct interviews with business owners, administrators, and authorized operational users.
• Observe how merchants complete recurring tasks and manage operational responsibilities.
• Research merchant dashboards and administrative interfaces.
• Evaluate order-related workflows and operational status management.
• Study subscription management and recurring commerce administration.
• Research product configuration and ongoing catalog maintenance.
• Evaluate account administration, user permissions, and team workflows.
• Investigate reporting and business monitoring experiences.
• Identify repetitive tasks, unnecessary steps, and workflow inefficiencies.
• Develop research plans, interview guides, and workflow observation materials.

Skills

User interviews

Qualitative research

Workflow analysis

Cross-functional collaboration

Job description

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused engineering team that values ownership, technical excellence, and building software that solves real problems. Engineers work closely with product teams and company leadership, take features from idea to production, and have a direct role in shaping the platform.

Engineering at Bask is AI-first and builder-led. We use tools like Cursor and Claude Code throughout development while maintaining high standards for reliability, testing, and software quality.

About the Role

We're looking for a User Researcher, Merchant Operations to help Bask Health better understand how merchants manage their day-to-day business operations through our software platform.

Bask Health enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together merchant tools, patient experiences, clinical workflows, pharmacy operations, and commerce capabilities.

As a User Researcher, Merchant Operations, you'll investigate how business owners and operational teams use Bask Health to complete administrative tasks, manage workflows, resolve issues, and keep their businesses running efficiently.

This is a hands-on research role focused on understanding real operational behavior rather than evaluating individual interface screens in isolation.

You'll study how merchants organize their work, move between different areas of the platform, interpret operational information, and coordinate tasks involving multiple systems or stakeholders.

Your research may involve merchant dashboards, order-related workflows, subscription management, product configuration, account administration, reporting, and other operational tools.

You'll investigate where merchants encounter unnecessary steps, repetitive work, confusing processes, or limitations that make routine tasks more difficult.

A major part of this role will involve understanding how merchants complete work in practice. You'll conduct interviews, observe workflows, and evaluate how users interact with the platform during everyday business activities.

You'll also study differences between merchant segments. A small business owner managing operations independently may have different needs than an established organization with multiple team members and more specialized responsibilities.

You'll work closely with product managers to define research priorities and identify operational problems worth investigating.

You'll collaborate with product designers to evaluate workflows, improve task organization, and simplify administrative experiences.

You'll partner with engineers to understand technical constraints, system behavior, and opportunities to reduce unnecessary manual work.

You'll also collaborate with Customer Success and support teams to understand recurring merchant issues, common operational questions, and areas where merchants require additional assistance.

Because Bask supports healthcare-related businesses, operational workflows may involve connections between merchant activities, patient experiences, and authorized clinical or pharmacy processes. You'll research these interactions while respecting user permissions, privacy requirements, and professional boundaries.

You'll use qualitative research, usability testing, available behavioral data, and operational feedback to develop a detailed understanding of how merchants work.

You'll translate your findings into actionable recommendations that help product teams improve workflow efficiency, reduce friction, and support merchants as their businesses grow.

We're looking for someone who enjoys understanding how businesses operate, is comfortable researching complex software workflows, and can turn detailed observations into practical product improvements.

What You'll Do

• Conduct user research focused on Bask Health's merchant operations and administrative workflows.
• Study how merchants manage day-to-day business activities through the platform.
• Conduct interviews with business owners, administrators, and authorized operational users.
• Observe how merchants complete recurring tasks and manage operational responsibilities.
• Research merchant dashboards and administrative interfaces.
• Evaluate order-related workflows and operational status management.
• Study subscription management and recurring commerce administration.
• Research product configuration and ongoing catalog maintenance.
• Evaluate account administration, user permissions, and team workflows.
• Investigate reporting and business monitoring experiences.
• Identify repetitive tasks, unnecessary steps, and workflow inefficiencies.
• Research how merchants move between different platform tools to complete tasks.
• Study operational handoffs involving merchants and other authorized stakeholders.
• Develop research plans, interview guides, and workflow observation materials.
• Create workflow maps and task analyses that document how merchants complete work.
• Conduct usability studies for administrative tools and operational interfaces.
• Evaluate prototypes for proposed workflow improvements.
• Identify differences in operational needs across merchant segments.
• Collaborate with Customer Success teams to identify recurring merchant challenges.
• Review support feedback and operational observations to inform research priorities.
• Partner with product managers to define operational research questions.
• Work with product designers to simplify complex administrative workflows.
• Collaborate with engineers to understand technical constraints and system behavior.
• Incorporate available product analytics into research findings.
• Analyze qualitative data to identify recurring operational patterns.
• Develop actionable recommendations for improving task efficiency and usability.
• Present research findings to product, design, engineering, and relevant operational teams.
• Maintain organized research documentation and reusable workflow insights.

• 3+ years of professional experience in user research, UX research, product research, or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience conducting research involving business software or complex operational workflows.
• Strong understanding of qualitative research methods.
• Experience conducting user interviews and usability studies.
• Ability to observe and analyze how users complete real-world tasks.
• Experience developing research plans and study objectives.
• Familiarity with workflow mapping and task analysis.
• Ability to identify operational friction and process inefficiencies.
• Experience evaluating administrative interfaces or complex web applications.
• Strong analytical and qualitative synthesis skills.
• Ability to translate research findings into actionable product recommendations.
• Experience collaborating with product managers and product designers.
• Ability to communicate findings to technical and nontechnical stakeholders.
• Familiarity with product discovery and iterative development processes.
• Understanding of information architecture and interaction design principles.
• Experience researching workflows involving multiple steps or user roles.
• Familiarity with participant recruitment and screening.
• Understanding of research ethics and informed consent.
• Experience incorporating customer feedback into research activities.
• Familiarity with quantitative data and product analytics.
• Strong written and verbal communication skills.
• Excellent attention to detail and research quality.
• Ability to manage multiple research priorities.
• Ability to independently deliver research projects in a cross-functional environment.

Nice to Have

• Experience researching B2B SaaS platforms.
• Familiarity with merchant operations and business management software.
• Experience conducting research for e-commerce platforms.
• Understanding of Shopify or comparable commerce ecosystems.
• Experience researching order management and fulfillment-related workflows.
• Familiarity with subscription management and recurring billing processes.
• Understanding of merchant reporting and operational dashboards.
• Experience researching administrative workflows involving multiple user roles.
• Familiarity with account permissions and team management interfaces.
• Experience studying operational handoffs between different teams or systems.Understanding of white-label or multi-tenant SaaS platforms.
• Background in healthcare technology or telehealth platforms.
• Familiarity with healthcare-related operational processes.
• Experience collaborating with Customer Success or implementation teams.
• Familiarity with tools such as UserTesting, Maze, Dovetail, or comparable research platforms.
• Experience evaluating Figma prototypes.
• Understanding of mixed-methods research approaches.
• Experience combining qualitative research with product analytics.
• Familiarity with service blueprinting and operational journey mapping.
• Experience working in fast-moving, cross-functional product teams.