Services Support Specialist

Location: Remote; hiring across North America

Base cash compensation for the United States: $55,000–$70,000 USD annually

Company

hirify.global is a human data partner for companies building AI models and products, providing real-world data creation, annotation, evaluation, multimodal pipelines, and workflow services through Label Studio and its enterprise platform.

What you will do

• Own and resolve contractor tickets in Zendesk covering payments, payouts, identity and KYC verification, account access, onboarding, and assessment blockers.
• Act as the contractor’s single point of contact and coordinate escalations with Payments/Finance, Verification/Trust, Project Operations, Engineering, and Safety/Security.
• Monitor annotator requests in Discord and apply P0–P3 severity classification and response procedures.
• Participate in the rotating P0 on-call schedule, acknowledging critical pages within approximately 15 minutes and escalating to the secondary responder when required.
• Identify repetitive, low-complexity requests suitable for deterministic self-service or automation.
• Review ticket volume and coverage quarterly and track SLA, resolution, escalation, and reopening performance.

Requirements

• Experience in a support or operations role, ideally supporting a global or contractor/gig workforce.
• Comfort handling payment, identity/verification, and account-access issues, with judgment to resolve directly or escalate.
• Clear, professional written communication for a global contractor population.
• Working proficiency with Zendesk or a comparable ticketing platform and Discord.
• Ability to work independently during off-hours coverage while following documented escalation paths.
• Willingness to participate in the rotating P0 on-call schedule.

Culture & Benefits

• Remote work supporting contractors across global time zones, with hiring focused on North America.
• Off-hours coverage is handled independently according to documented escalation paths.
• On-call is limited to critical P0 issues; routine P1–P3 tickets remain queued for the next scheduled shift.
• Compensation is based on regional market-rate ranges, with the stated US range of $55,000–$70,000 USD.