Services Support Specialist

HumanSignal

Description

  • Role: Services Support Specialist

  • Company: HumanSignal

  • Location: Remote

  • Pay: $55,000–$70,000 USD annually for US-based candidates. Compensation for other regions is based on local market rates.

  • Employment Type: Not specified in the provided job description.

  • Experience Level: Not explicitly specified; prior experience in customer support or operations is required.

  • Work Schedule: Remote, with global timezone coverage, off-hours shifts, and participation in a rotating critical-incident (P0) on-call schedule.

  • Role Focus: Providing operational support by resolving payment, identity verification, account access, onboarding, and project-related issues. The role serves as the primary point of contact for contractors and coordinates with internal teams to ensure timely issue resolution.

Responsibilities

  • Manage and resolve incoming contractor support tickets through Zendesk.

  • Handle payment and payout issues, identity and KYC verification, account access, onboarding, and assessment-related problems.

  • Serve as the primary point of contact for contractors, ensuring they receive clear and consistent support.

  • Coordinate with internal departments to resolve issues rather than directing contractors between multiple support channels.

  • Escalate complex or out-of-scope issues to the appropriate teams, including Payments/Finance, Verification/Trust, Project Operations, Engineering, and Safety/Security.

  • Monitor and respond to annotator requests through Discord.

  • Classify incoming tickets according to P0–P3 severity levels and follow the appropriate response procedures.

  • Participate in the rotating on-call schedule and acknowledge critical P0 incidents within approximately 15 minutes.

  • Identify recurring, low-complexity support issues that could be addressed through self-service solutions or automation.

  • Participate in quarterly reviews of ticket volume, workload, and support coverage.

  • Maintain efficient ticket resolution and minimize unnecessary escalations or reopened cases.

Requirements

  • Previous experience in a customer support, technical support, or operations role.

  • Experience supporting a global workforce, contractors, or gig workers is an advantage.

  • Familiarity with payment processing, identity verification, KYC procedures, and account-access issues.

  • Ability to assess problems and determine whether to resolve them independently or escalate them.

  • Excellent written communication skills and the ability to communicate professionally with contractors worldwide.

  • Working knowledge of Zendesk or similar customer support ticketing platforms.

  • Familiarity with Discord and online communication tools.

  • Ability to work independently, particularly during off-hours coverage.

  • Strong problem-solving, organizational, and coordination skills.

  • Willingness to participate in a rotating P0 on-call schedule.

  • Ability to follow documented escalation procedures and respond promptly to critical incidents.

Benefits

  • Competitive Compensation: US annual base salary range of $55,000–$70,000 USD, with regional compensation rates for other locations.

  • Remote Work: Opportunity to work remotely.

  • Global Exposure: Work with an international contractor workforce across different time zones.

  • Professional Experience: Gain exposure to AI data operations, contractor workforce management, payment operations, and identity verification processes.

  • Cross-functional Collaboration: Work with teams across Finance, Trust, Project Operations, Engineering, and Security.

  • Process Improvement Opportunities: Contribute to support automation, self-service solutions, and operational efficiency.