Support Specialist

Scale AI
Mexico City
Workplace: RemoteContractFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Time management","Attention to detail"]

Join Scale AI as a remote Tier 0 Support Agent focusing on contributor inquiries. You’ll resolve routine to moderately complex issues via email/chat, document investigations in Zendesk, escalate when needed, and help improve workflows. This six‑month independent contractor role emphasizes autonomous work, clear communication, and contributing to a streamlined contributor experience.

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FursaFursa
Scale AI
Scale AI
7 months ago

Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Join Scale AI as a remote Tier 0 Support Agent focusing on contributor inquiries. You’ll resolve routine to moderately complex issues via email/chat, document investigations in Zendesk, escalate when needed, and help improve workflows. This six‑month independent contractor role emphasizes autonomous work, clear communication, and contributing to a streamlined contributor experience.
Location: Mexico City
Workplace: Remote
Employment Type: Contract · 6 months
Job Function: Customer Support (Service Desk)

Key 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.

Key Requirements

  • •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.
  • •Experience using Zendesk or equivalent systems.
Experience:Customer supportSaaS
Skills:CommunicationEmpathyProblem-solvingTime managementAttention to detail
Languages:English
Tech Stack:ZendeskSlackGoogle Workspace

Company Brief

Scale AI
Provides data labeling, annotation, and infrastructure services to accelerate machine learning and AI development. Supplies high-quality training data, tooling, and APIs for customers in autonomous vehicles, mapping, robotics, and enterprise AI applications.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn