Support Specialist

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From Scale AI’s original posting

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. This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment. You Will: • 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…