Services Support Specialist

About the company

Real-world data is the competitive edge in AI.

The company is a human data partner for companies building AI models and products. Our customers ship better AI, faster, because we partner with their researchers from real-world data creation to annotation to delivery.

We design and create datasets from scratch, recruit and manage the domain experts who evaluate model output, and run everything through our own platform, Label Studio, the open-source standard for data labeling and evaluation, used by over 1 million practitioners worldwide.

We specialize in the operationally complex: real-world data collection, multimodal pipelines, and multi-step workflows. Advanced ML and AI teams use our enterprise platform to run their own data factories, and our services team to extend their reach where in-house capacity runs out.

If you want to do work that materially shapes how the next generation of AI products gets built, we'd love to talk.

About the Role

Services Support Specialists are the dedicated, global point of contact for the company's contractor population — a workforce-operations function distinct from Enterprise Support. Where Enterprise Support is primarily technical and customer-facing, this role resolves payment, identity/verification, account-access, onboarding, and project-related questions for contractors working across every timezone.

Key Responsibilities

• Own and resolve inbound contractor tickets in Zendesk, including payment/payout issues, identity and KYC verification, account access, and onboarding or assessment blockers.

• Serve as a contractor's single point of contact, coordinating across teams rather than leaving them to navigate multiple channels on their own.

• Escalate issues outside Services Support's scope to the appropriate team: Payments/Finance, Verification/Trust, Project Operations, Support Engineering/Engineering, or Safety/Security.

• Monitor and handle annotator requests within Discord, escalating to the appropriate delivery team resource when needed.

• Apply P0-P3 severity classification to incoming tickets and follow the corresponding response process.

• Identify and flag repetitive, low-complexity ticket types (roughly 81% of tickets require two or fewer agent comments) for deterministic self-service or automation.

• Participate in a quarterly review of ticket volume and coverage against the schedule below.

On-Call Responsibilities

• Acknowledge P0 pages within approximately 15 minutes; unacknowledged pages automatically escalate to that week's secondary on-call responder.

• On-call is reserved for Critical issues only — for example, a systemic inability to work, widespread payment or verification failures, major production incidents, or credible safety/security concerns. Routine P1-P3 tickets remain queued for the next scheduled shift.

Qualifications

• Experience in a support or operations role, ideally supporting a global or contractor/gig workforce.

• Comfort working across payment, identity/verification, and account-access issues, with the judgment to know when to resolve directly versus escalate.

• Clear, professional written communication suited to a global contractor population.

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

• Working proficiency with Zendesk (or a comparable ticketing platform) and Discord.

• Ability to work independently during off-hours coverage while following documented escalation paths.

What Success Looks Like

• SLA attainment on first response and time-to-resolution, against an initial planning estimate of approximately 15-30 minutes of direct handling time per ticket.

• P0 pages acknowledged within the target window, with escalations to the secondary responder tracked and rare.

• Low rate of tickets requiring re-escalation or reopening.

• Contractors get a single, clear path to resolution rather than moving unassisted between Support, Project teams, Payments, and Verification.

• A growing share of high-volume, low-complexity ticket types shifted to self-service or automation.

At the company we pay based on regional compensation market rate ranges across the globe. We are hiring for this role across North America. The base cash compensation range for the United States is $55,000 to $70,000 USD. These ranges are provided by market data and are in good faith. The final offer details are determined by several factors including candidate experience, expertise, as well as applicable industry knowledge and may vary from the pay ranges listed above.