Support Specialist

This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks. The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication. This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.

This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.

You Will:

• 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.

Ideally You'd Have:

• 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.

Working Model &am

Department: Growth