Services Support Specialist

Job Description

About the Role

Services Support Specialists are the dedicated, global point of contact for HumanSignal’s contractor population — a workforce-operations function distinct from Enterprise Support. Where Enterprise Support is primarily technical and customer-facing, this role resolves payment, identity/verification, account-access, onboarding, and project-related questions for contractors working across every timezone. 

Key Responsibilities

• Own and resolve inbound contractor tickets in Zendesk, including payment/payout issues, identity and KYC verification, account access, and onboarding or assessment blockers.
• Serve as a contractor’s single point of contact, coordinating across teams rather than leaving them to navigate multiple channels on their own.
• Escalate issues outside Services Support’s scope to the appropriate team: Payments/Finance, Verification/Trust, Project Operations, Support Engineering/Engineering, or Safety/Security.
• Monitor and handle annotator requests within Discord, escalating to the appropriate delivery team resource when needed.
• Apply P0-P3 severity classification to incoming tickets and follow the corresponding response process.
• Identify and flag repetitive, low-complexity ticket types (roughly 81% of tickets require two or fewer agent comments) for deterministic self-service or automation.
• Participate in a quarterly review of ticket volume and coverage against the schedule below.

On-Call Responsibilities

• Acknowledge P0 pages within approximately 15 minutes; unacknowledged pages automatically escalate to that week’s secondary on-call responder.
• On-call is reserved for Critical issues only — for example, a systemic inability to work, widespread payment or verification failures, major production incidents, or credible safety/security concerns. Routine P1-P3 tickets remain queued for the next scheduled shift.

Qualifications

• Experience in a support or operations role, ideally supporting a global or contractor/gig workforce.
• Comfort working across payment, identity/verification, and account-access issues, with the judgment to know when to resolve directly versus escalate.
• Clear, professional written communication suited to a global contractor population.
• Willingness to participate in the rotating P0 on-call schedule.
• Working proficiency with Zendesk (or a comparable ticketing platform) and Discord.
• Ability to work independently during off-hours coverage while following documented escalation paths.

What Success Looks Like

• SLA attainment on first response and time-to-resolution, against an initial planning estimate of approximately 15-30 minutes of direct handling time per ticket.
• P0 pages acknowledged within the target window, with escalations to the secondary responder tracked and rare.
• Low rate of tickets requiring re-escalation or reopening.
• Contractors get a single, clear path to resolution rather than moving unassisted between Support, Project teams, Payments, and Verification.
• A growing share of high-volume, low-complexity ticket types shifted to self-service or automation.