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Support Specialist
Full-time
Summary
This role focuses on serving as the primary escalation point for complex payments issues (specifically payouts), requiring a hands-on approach to resolve challenging customer cases. The Specialist will leverage insights from these escalations to drive process and product improvements, including collaborating with Engineering and Product teams. A critical component of the role is supporting the continuous improvement of automated support capabilities through AI labeling and feedback efforts.
Responsibilities
Act as the expert escalation point, resolving complex payments cases while ensuring strict adherence to quality and compliance standards.
Identify and communicate workflow or process gaps to drive cross-functional improvement opportunities.
Partner closely with Product and Engineering to ensure timely resolution of customer issues, providing support for debugging as needed.
Contribute to the training and calibration of AI-led support systems by performing case labeling and annotation activities to optimize resolution logic.
Minimum Qualifications
3+ years of experience in operations, customer support, or comparable environment.
Proven ability to manage complex escalations and successfully resolve ambiguous customer problems.
Strong analytical skills, with a track record of translating data insights into actionable process enhancements.
Demonstrated success in communicating and collaborating effectively with cross-functional partners, including technical and engineering teams.
Preferred Qualifications
Experience with AI-powered support tools, automation platforms, or data labeling processes.
2+ years of experience specifically in customer support related to payments, risk, or trust and safety domains.
Proficiency with data analysis tools (such as SQL, spreadsheets, and dashboards) for monitoring operational performance.
