# Support Specialist

**Company**: Scale
**Location**: Mexico City, MX
**Work arrangement**: remote
**Job type**: contract
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/scaleai/jobs/4648176005
**Canonical**: https://yubhub.co/jobs/job_2fc3af2f-8d6

## Description

This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks.

As a Support Specialist, you will independently handle a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication.

You will work 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.

Responsibilities:

- 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 & Tools:

- This is an independent contractor role, responsible for providing agreed-upon services and deliverables for an estimated six-month term.

- Company equipment will be provided during the engagement.

- Collaborates asynchronously with internal teams as needed.

Benefits:

- Continued engagement or potential conversion to full-time employment may be considered at the company’s discretion, based on performance and business needs.

## Skills

### Required
- Zendesk
- customer service SaaS tools
- Slack
- Google Workspace

### Nice to have
- prior experience in high-volume customer support
- platform support
- strong written and verbal English communication skills