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. This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.
This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.
You Will:
- 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.

Ideally You'd Have:
- 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.

Working Model & Tools:
- This is an independent contractor role, responsible for providing agreed-upon services and deliverables for an estimated six-month term. Continued engagement or potential conversion to full-time employment may be considered at the company’s discretion, based on performance and busi

📌 Support Specialist (Ciudad de México)
🏢 Scale Ai
📍 Ciudad de México