Support Agent

Summary

Join Snorkel AI as a fixed-term Operations Manager – Support to deliver exceptional support to our Expert Contributors (ECs). You will manage and respond to incoming support tickets via our email-based ticketing system, resolving approximately 100 tickets per week. Collaborate with other support team members and cross-functionally with other teams to resolve customer issues. Contribute to improving support team metrics and surface trends and feedback to improve processes. This is a three-month, full-time position based in the San Francisco Bay Area or remotely within the United States, paying $20–$25/hour.

Requirements

• 3-4 years of experience in a customer support (live or remote) or email-based service role
• Proven ability to manage high ticket volumes with attention to quality, tone, and compliance
• Exceptional written English skills, with experience using screenshots and other tools to explain solutions clearly
• Comfort working independently in a fast-paced, metrics-driven environment
• A strong sense of ownership and the ability to identify when to escalate issues or seek clarification

Responsibilities

• 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

Preferred Qualifications

Experience supporting contractors or gig workers (e.g., support for rideshare or delivery platforms) is a plus

Benefits

• Comprehensive medical, dental, and vision plans for Snorkelers and their families
• A yearly wellness stipend
• 401k program
• Parental leave program lets new parents take up to 20 weeks of paid time off
• Workstation setup allowance