Services Support Specialist

📋 Description

• Own and resolve inbound contractor tickets in Zendesk, including payment/payout issues, identity
• Serve as a contractor's single point of contact, coordinating across teams rather than leaving them
• Escalate issues outside Services Support's scope to the appropriate team: Payments/Finance
• Monitor and handle annotator requests within Discord, escalating to the appropriate delivery team
• Apply P0-P3 severity classification to incoming tickets and follow the corresponding response
• Identify and flag repetitive, low-complexity ticket types (roughly 81% of tickets require two or

🎯 Requirements

• Experience in a support or operations role, ideally supporting a global or contractor/gig workforce.
• Comfort working across payment, identity/verification, and account-access issues, with the judgment
• Clear, professional written communication suited to a global contractor population.
• Willingness to participate in the rotating P0 on-call schedule.
• Working proficiency with Zendesk (or a comparable ticketing platform) and Discord.
• Ability to work independently during off-hours coverage while following documented escalation paths.