Role overview

Qualifications

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.

Responsibilities

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.

Key facts

Remote from: Mexico
Full time
Technical Support Specialist
English

Hard skills

Complaint Investigations Escalation Procedures Asynchronous Communication Platform Design And Development Computer Systems Google Workspace Slack (Software) Cross-Functional Collaboration Documentation Generation

Other skills

Professionalism
Time Management
Prioritization
Verbal Communication Skills
Empathy
Problem Solving

About the company

Scale AI

At Scale, our mission is to accelerate the development of AI applications. We believe that to make the best models, you need the best data. The Scale Generative AI Platform leverages your enterprise data to customize powerful base generative models to safely unlock the value of AI. The Scale Data Engine consists of all the tools and features you need to collect, curate and annotate high-quality data, in addition to robust tools to evaluate and optimize your models. Scale powers the most advanced LLMs and generative models in the world through world-class RLHF, data generation, model evaluation, safety, and alignment. Scale is trusted by leading technology companies like Microsoft and Meta, enterprises like Fox and Accenture, Generative AI companies like Open AI and Cohere, U.S. Government Agencies like the U.S. Army and the U.S. Airforce, and Startups like Brex and OpenSea.

Company details

Company typeLarge

Company size501 - 1000

Links

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Job description

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 business needs.
Company equipment will be provided during the engagement.
Collaborates asynchronously with internal teams as needed.

PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Cisco, DLA Piper, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.

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 are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.

We comply with the United States Department of Labor's Pay Transparency provision.

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy for additional information.