Services Support Specialist
New
H
HumanSignalAI data services
We are hiring for this role across North America., across every timezoneFull-Time
Salary55,000 - 70,000 USD per year
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Job Details
- Required Skills
- Zendesk
Requirements
- Have experience in a support or operations role; experience supporting a global or contractor/gig workforce is preferred.
- Be comfortable handling payment, identity/verification, and account-access issues and deciding when to resolve or escalate them.
- Use clear, professional written communication for a global contractor population.
- Be willing to participate in the rotating P0 on-call schedule.
- Have working proficiency with Zendesk or a comparable ticketing platform and Discord.
- Work independently during off-hours coverage while following documented escalation paths.
Responsibilities
- Own and resolve inbound contractor tickets in Zendesk, including payment and payout issues, identity and KYC verification, account access, and onboarding or assessment blockers.
- Serve as a contractor's single point of contact and coordinate across teams.
- Escalate issues outside Services Support's scope to Payments/Finance, Verification/Trust, Project Operations, Support Engineering/Engineering, or Safety/Security.
- Monitor and handle annotator requests in Discord, escalating to the appropriate delivery team resource when needed.
- Apply P0-P3 severity classifications to incoming tickets and follow the corresponding response process.
- Identify repetitive, low-complexity ticket types for deterministic self-service or automation.
- Participate in quarterly reviews of ticket volume and coverage.
- Acknowledge P0 pages within approximately 15 minutes and follow the on-call escalation process.
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