Support Specialist II

Onsite In Austin/TX ( hybrid 3 days in office )
Max   hourly

Role:
Support Specialist

This role focuses on serving as the primary escalation point for complex payments issues (specifically payouts), requiring a hands-on approach to resolve challenging customer cases. The Specialist will leverage insights from these escalations to drive process and product improvements, including collaborating with Engineering and Product teams. A critical component of the role is supporting the continuous improvement of automated support capabilities through AI labeling and feedback efforts.

Responsibilities
Act as the expert escalation point, resolving complex payments cases while ensuring strict adherence to quality and compliance standards.
Identify and communicate workflow or process gaps to drive cross-functional improvement opportunities.
Partner closely with Product and Engineering to ensure timely resolution of customer issues, providing support for debugging as needed.
Contribute to the training and calibration of AI-led support systems by performing case labeling and annotation activities to optimize resolution logic.

Minimum Qualifications
3 years of experience in an operations, customer support, or comparable environment.
Proven ability to manage complex escalations and successfully resolve ambiguous customer problems.
Strong analytical skills, with a track record of translating data insights into actionable process enhancements.
Demonstrated success in communicating and collaborating effectively with cross-functional partners, including technical and engineering teams.

Preferred Qualifications

Experience with AI-powered support tools, automation platforms, or data labeling processes.
2 years of experience specifically in customer support related to payments, risk, or trust and safety domains.
Proficiency with data analysis tools (such as SQL, spreadsheets, and dashboards) for monitoring operational performance.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.