This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks.
As a Support Specialist, you will independently handle a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication.
You will work cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.
This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.
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.
Ideally You’d Have:
- 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.
Working Model & Tools:
- This is an independent contractor role, responsible for providing agreed-upon services and deliverables for an estimated six-month term.
- Company equipment will be provided during the engagement.
- Collaborates asynchronously with internal teams as needed.
Benefits:
- Continued engagement or potential conversion to full-time employment may be considered at the company’s discretion, based on performance and business needs.
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