55K–70K USD / year
Services Support Specialist
Customer successWorkplace — North America
Published on 2026-10-29
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About this role
Provide global contractor support for payment, identity verification, account access, onboarding, and project-related issues. Own tickets from intake through resolution, coordinate with specialist teams when escalation is needed, and help improve self-service for common requests.
About the company
HumanSignal provides artificial intelligence solutions through its AI Data Studio, focusing on data-powered insights and innovative project management to enhance operational efficiency. The company serves a variety of sectors, employing skilled professionals in roles related to finance, operations, and recruitment.
What you'll do
- Resolve contractor support tickets in Zendesk covering payments, verification, account access, onboarding, and assessments.
- Act as the contractor’s single point of contact and coordinate resolution across teams.
- Monitor annotator requests in Discord and escalate when needed.
- Classify tickets by P0-P3 severity and follow the appropriate response process.
- Participate in the rotating P0 on-call schedule and acknowledge critical pages within approximately 15 minutes.
- Identify recurring, low-complexity issues suitable for self-service or automation.
What we're looking for
- Experience in support or operations, preferably serving a global or contractor workforce.
- Sound judgment handling payment, identity-verification, and account-access issues, including when to escalate.
- Clear, professional written communication.
- Working proficiency with Zendesk or a comparable ticketing platform, and Discord.
- Willingness to participate in rotating P0 on-call coverage and work independently during off-hours.