This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks.
The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication.
This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.
You will resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment.
You will communicate clearly, empathetically, and professionally.
You will document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems.
You will identify issues outside the tier’s scope and escalate with clear context and documentation.
You will contribute feedback on workflows, macros, or documentation to improve efficiency and contributor experience.
You will stay current on relevant process and product updates through the provided resources.
Ideally, you would have prior experience in high-volume customer support, platform support, or similar.
You will have experience working remotely, with demonstrated ability to manage work independently and prioritize tasks without direct supervision.
You will have strong written and verbal English communication skills, with the ability to communicate clearly and professionally.
You will have familiarity with customer service SaaS tools, Slack, and Google Workspace.
This is an independent contractor role, responsible for providing agreed-upon services and deliverables for an estimated six-month term.
Continued engagement or potential conversion to full-time employment may be considered at the company’s discretion, based on performance and business needs.
Company equipment will be provided during the engagement.
Collaborates asynchronously with internal teams as needed.
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