Customer Support Specialist

This is a real support role, not a call center job. You'd have real authority to resolve disputes and improve how we handle them. About 60% of the role is handling tickets, 40% is process improvement and documentation. We're a small team, so you'd be working closely with engineering and product.

• Handle support tickets from freelancers and clients via email and chat (we use Intercom)
• Manage payment disputes -- investigate, communicate with both parties, make a call
• Identify patterns in tickets and flag them to the product team
• Write and maintain help center documentation
• Participate in building out our support processes as the team grows

• 2+ years of customer support experience, preferably at a marketplace, fintech, or SaaS company
• Clear, direct written communication -- you should be able to explain a complicated payment dispute in plain English
• Comfort with ambiguity -- disputes often don't have clean answers
• Good judgment about when to elevate vs. resolve independently

• Experience with Intercom or similar support platforms
• Background in resolving payment or escrow disputes
• Experience with freelance work yourself (as a freelancer or client)