Job Description
Support our growing ecosystem of Expert Contributors (ECs) - contractors who create high-quality data for our AI projects - by helping to deliver an exceptional support experience. Work within our email-based ticketing system (FreshDesk) to manage and respond to incoming support tickets from our EC community. Resolve approximately 100 tickets per week, delivering clear, empathetic, and compliant communication via email. Collaborate closely with our Technical Program Manager - Support and another Operations Manager - Support to triage, resolve, and escalate customer issues as needed.
Work cross-functionally with Engineering, Payments, Fraud, and Delivery teams to drive resolution for complex cases. Contribute to improving Support team metrics, including backlog reduction, total resolution time, and customer satisfaction (CSat). Surface trends and feedback observed in the support queue to enable improvements in automation, documentation, and self-serve resources. Escalate critical issues (e.g., legal escalations) to the appropriate internal stakeholders with urgency and care.
Work during standard U.S. business hours, with the potential for occasional evening or weekend shifts in accordance with local labor laws.
About Snorkel AI
Snorkel AI is on a mission to make machine learning practical for everyone, and it starts with building a team that welcomes, represents and gives opportunity to all.