About the Role

The Support Agent manages complex workflows and ensures accurate, confident resolution of advanced contributor requests. The role requires balancing speed, accuracy, and empathy while maintaining consistent service quality across all communication channels.

Support Agents operate with independence and accountability, demonstrating sound judgment when issues require critical thinking or flexibility. They contribute to the growth and effectiveness of the team by mentoring peers, maintaining thorough documentation, and surfacing insights that improve tools, processes, and contributor experience. This role helps maintain quality, strengthen collaboration, and ensure contributors receive a consistent and reliable support experience.

Key Responsibilities

• Operational Mastery

Execute complex workflows independently with a high degree of accuracy and accountability. Use critical thinking to make sound decisions when SOPs are unclear or incomplete, escalating when necessary. Maintain a contributor-first mindset, ensuring every interaction—whether by email or chat—reflects clarity, empathy, and professionalism.

• Escalations and Quality

Handle escalated cases with confidence and ownership. Ensure each resolution is complete, well documented, and prevents rework or confusion. Proactively identify recurring issues, process gaps, and training opportunities, offering practical solutions that improve accuracy and efficiency across the team. Ensure all handoffs and documentation meet audit and compliance standards.

• Collaboration and Mentorship

Play a key role in supporting team growth by providing guidance to team members. Collaborate closely with leads and subject matter experts to validate updates, refine content, and share operational insights. Participate in projects that enhance tools, streamline processes, and improve the overall contributor experience.

• Continuous Improvement

Actively seek opportunities to enhance systems and workflows. Serve as an early adopter for new tools, workflows, and pilots, helping identify challenges and shape rollout strategies for the broader team. Maintain team documentation, FAQs, and workflow guides to ensure information remains current, accessible, and aligned across all support operations.

Qualifications

• Experience

6 to 12 months of relevant support experience with demonstrated mastery of fundamentals, strong independence, and consistent high-quality results.

• Skills

Excellent written and verbal communication, critical thinking, and problem solving. Proven ability to manage complex inquiries with minimal direction.

• Technical

Proficiency in Zendesk, Google Workspace, Slack, and other internal tools. Able to navigate multiple systems and resolve blockers efficiently.

• Behavioral

Reliable, adaptable, and self-motivated. Balances empathy with operational efficiency and takes ownership of continuous learning and team impact.