Customer Support Specialist

As a Customer Support Expert, you will play a crucial role in advancing frontier agent evaluations in customer support by developing long-horizon support tasks. These tasks will reflect real-world scenarios and will be assessed against a deterministic rubric that measures agent performance based on verifiable ground truth.

• Develop scenarios for Tier 1 handling, focusing on tickets with known correct answers from the knowledge base and macro selection based on established rules.
• Create exception management scenarios, including refunds and exceptions aligned with defined policies, ensuring known outcomes for approved and denied requests, along with escalation routing based on specific triggers.
• Produce content operations scenarios, including knowledge base articles that meet required sections and accurate step counts in relation to product reality.
• Engage in challenging tasks that require long sessions of focused work.

• Minimum of 2 years of experience in customer support or customer experience operations, preferably in B2B SaaS, marketplace, or e-commerce environments.
• Proficiency in one or more major support platforms, such as Zendesk, Intercom, Freshdesk, or Front, along with skills in macro and automation design, knowledge base authoring, and customer satisfaction and quality assurance processes.
• Ability to read and produce various support artifacts, including ticket responses, knowledge base articles, macros, and escalation notes.
• Strong written communication skills, with the ability to articulate reasoning step by step and encode it into deterministic rubrics.
• Must be located in the United States or Canada.

This position is remote and is offered on an hourly basis.

The hourly rate ranges from $40 to $55, depending on domain expertise and prior experience. High-performing contributors will have opportunities for promotion based on the quality and throughput of their tasks.