About the Role

We’re looking for an empathetic, proactive, and resourceful Support Specialist to support the people working on our data labeling platform.

You will help contributors resolve issues related to onboarding, training, tasking, account access, time tracking, payments, and platform functionality. This role requires someone who can investigate problems thoroughly, think quickly, make sound decisions, and communicate clearly and assertively—even in difficult situations.

There’s a person behind every ticket, so we’re looking for someone who can balance operational efficiency with thoughtful, human support.

What You’ll Do

- Respond to contributor questions with empathy, clarity, assertiveness, and professionalism.
- Investigate platform and account-related issues, determine the root cause, and provide accurate next steps.
- Own assigned cases from initial contact through resolution, ensuring contributors receive appropriate follow-up.
- Use contributor history, internal policies, documentation, and available evidence to make thoughtful decisions.
- Resolve issues independently when possible and escalate complex cases with complete and relevant context.
- Handle sensitive conversations calmly, de-escalate frustration, and communicate difficult decisions respectfully.
- Collaborate proactively with internal teams to remove blockers and resolve cross-functional issues.
- Document investigations, actions, and resolutions clearly and accurately in the support queue.




- Identify recurring ticket patterns and flag potential product or process issues before they affect more contributors.
- Use internal resources, approved templates, and AI tools to improve efficiency while keeping responses accurate and personalized.

What You’ll Bring

- At least two years of experience in customer support, platform support, community operations, or a similar role.
- Excellent written and verbal English, with the ability to communicate complex information clearly and concisely.
- Strong problem-solving, investigation, and decision-making skills.
- Empathy and patience when supporting contributors who may be confused, concerned, or frustrated.
- An assertive communication style and confidence in delivering clear answers and setting appropriate expectations.
- A proactive mindset: you identify what needs to happen next and take action without waiting for step-by-step direction.
- The ability to think quickly, manage multiple cases, and prioritize urgent or high-impact issues.
- Strong attention to detail and accurate written documentation.
- An ownership mindset, you follow through until the appropriate resolution or handoff is complete.
- Comfort working independently in a remote, asynchronous, and fast-paced environment.
- Familiarity with Zendesk or similar support platforms, Slack, Google Workspace, and AI tools such as Claude or ChatGPT.
- Experience with data labeling, contributor platforms, or AI-related projects is helpful but not required.
- You’ll collaborate asynchronously with internal teams, with some working-hours overlap for meetings, escalations, and handoffs.

📌 Support Specialist (México)
🏢 Workada
📍 México