About the job
Join Scale AI as a Support Specialist where you will initially work at Tier 0 and progress to Tier 1 readiness in a few weeks. This role requires handling a variety of contributor support issues, including those that are moderately complex, showcasing your judgment, investigative skills, and clear communication abilities. You will collaborate across teams to ensure contributors receive precise, prompt, and considerate support while also identifying opportunities to enhance workflows and documentation.
This position is ideal for seasoned support professionals who thrive in a fast-paced environment and are comfortable working independently.
You Will:
- Address routine and moderately complex contributor inquiries via email and chat, utilizing established workflows and your best judgment.
- Communicate with clarity, empathy, and professionalism.
- Document investigations, actions taken, and resolutions comprehensively in Zendesk or similar platforms.
- Recognize issues beyond the tier's scope and escalate them with detailed context and documentation.
- Provide feedback on workflows, macros, and documentation to boost efficiency and contributor satisfaction.
- Keep updated on relevant process and product changes through the provided resources.
Ideally, You'd Have:
- Previous experience in high-volume customer support, platform support, or a similar role.
- Experience working remotely, demonstrating your ability to manage tasks independently and prioritize effectively without direct oversight.
- Excellent written and verbal English communication skills, with a knack for clear and professional interactions.
- Familiarity with customer service SaaS tools, Slack, and Google Workspace.
Working Model & Tools:
- This is an independent contractor position, responsible for delivering specified services for an estimated six-month term. Continued engagement or transition to full-time employment may be considered based on performance and business requirements.
- Company equipment will be provided during your engagement.
- Collaborate asynchronously with internal teams as necessary.
