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**:
- 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 business needs.
- Company equipment will be provided during the engagement.
- Collaborates asynchronously with internal teams as needed.
**About Us**:
- We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status._
- We comply with the United States Department of Labor's _Pay Transparency provision_._

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