This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and resolve incoming contractor tickets in Zendesk, addressing issues related to payments/payouts, identity and KYC verification, account access, and onboarding or assessment hurdles.

• Act as the primary contact for contractors, facilitating coordination across various teams.

• Escalate matters to Payments/Finance, Verification/Trust, Project Operations, Support Engineering/Engineering, or Safety/Security as needed.

• Oversee and respond to annotator requests within Discord.

• Implement P0-P3 severity classification and adhere to the relevant response protocols.

• Recognize repetitive, low-complexity ticket types for the purpose of self-service or automation solutions.

• Engage in quarterly evaluations of ticket volume and coverage scheduling.

• Acknowledge P0 alerts within approximately 15 minutes and follow the established on-call escalation procedures.

⛳️ Requirements

• Proven experience in a support or operations role, preferably with a focus on supporting a global or contractor/gig workforce.

• Comfortable handling issues related to payments, identity/verification, and account access, with the discernment to know when to resolve directly and when to escalate.

• Excellent and professional written communication skills tailored to a global contractor audience.

• Willingness to join the rotating P0 on-call schedule.

• Proficient in using Zendesk (or a similar ticketing system) and Discord.

• Capability to work independently during off-hours while following documented escalation procedures.