Support Specialist

• 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
• Stay current on relevant process and product updates through the provided resources

• 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

Company equipment will be provided during the engagement