HumanSignal - Services Support Specialist
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 to know when to resolve directly versus escalate. • 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. • What Success Looks Like • SLA attainment on first response and time-to-resolution, against an initial planning estimate of approximately 15-30 minutes of direct handling time per ticket. • P0 pages acknowledged within the target window, with escalations to the secondary responder tracked and rare. • Low rate of tickets requiring re-escalation or reopening. • Contractors get a single, clear path to resolution rather than moving unassisted between Support, Project teams, Payments, and Verification. • A growing share of high-volume, low-complexity ticket types shifted to self-service or automation.
Responsibilities
• Own and resolve inbound contractor tickets in Zendesk, including payment/payout issues, identity and KYC verification, account access, and onboarding or assessment blockers. • Serve as a contractor's single point of contact, coordinating across teams rather than leaving them to navigate multiple channels on their own. • Escalate issues outside Services Support's scope to the appropriate team: Payments/Finance, Verification/Trust, Project Operations, Support Engineering/Engineering, or Safety/Security. • Monitor and handle annotator requests within Discord, escalating to the appropriate delivery team resource when needed. • Identify and flag repetitive, low-complexity ticket types (roughly 81% of tickets require two or fewer agent comments) for deterministic self-service or automation. • Participate in a quarterly review of ticket volume and coverage against the schedule below. • Acknowledge P0 pages within approximately 15 minutes; unacknowledged pages automatically escalate to that week's secondary on-call responder. • On-call is reserved for Critical issues only — for example, a systemic inability to work, widespread payment or verification failures, major production incidents, or credible safety/security concerns. Routine P1-P3 tickets remain queued for the next scheduled shift.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT