Support Specialist
About the role
Tier 0 Support Agent role handling a broad range of contributor support issues, including moderately complex cases, working cross-functionally to ensure accurate and timely support, with opportunities to improve workflows and documentation. Independent contractor position, six-month term with potential conversion.
Responsibilities
- Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment
- Communicate clearly, empathetically, and professionally
- Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems
- Identify issues outside the tier’s scope and escalate with clear context and documentation
- Contribute feedback on workflows, macros, or documentation to improve efficiency and contributor experience
- Stay current on relevant process and product updates through the provided resources
Qualifications
- Prior experience in high-volume customer support, platform support, or similar
- Experience working remotely, with demonstrated ability to manage work independently and prioritize tasks without direct supervision
- Strong written and verbal English communication skills, with the ability to communicate clearly and professionally
- Familiarity with customer service SaaS tools, Slack, and Google Workspace
Skills
Benefits
- Company equipment provided during the engagement
About Scale AI
Data-centric infrastructure to accelerate the development of AI
Scale accelerates the development of AI within organizations of any size to deliver critical business insights and operational efficiency. Its data-centric infrastructure platform leverages RLHF (Reinforced Learning with Human Feedback) to help organizations build the strongest AI models that supercharge their business, with customers across industries including Meta, Microsoft, U.S. Army, DoD’s Defense Innovation Unit, Open AI, General Motors, Toyota Research Institute, Brex, Instacart and Flexport.
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