Support Agent

TL;DR

Support Agent (Customer Support): Handling a range of contributor support issues independently, ensuring accurate and timely support while identifying opportunities to improve workflows and documentation. Focus on clear communication, judgment, and operating autonomously in a fast-paced environment.

Location: Must be based in Mexico

Company

Scale's mission is to develop reliable AI systems for the world's most important decisions.

What you will do

• Resolve routine and moderately complex contributor inquiries across email and chat support channels.
• 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.

Requirements

• 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.

Culture & Benefits

• Independent contractor role for an estimated six-month term.
• Company equipment will be provided during the engagement.
• Collaborates asynchronously with internal teams as needed.