The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
