Support Agent (Temporary, Fixed-Term) - Remote

Overview

We’re on a mission to democratize AI by building the definitive AI data development platform. The AI landscape has gone through incredible change between 2016, when Snorkel started as a research project in the Stanford AI Lab, to the generative AI breakthroughs of today. But one thing has remained constant: the data you use to build AI is the key to achieving differentiation, high performance, and production-ready systems. We work with some of the world’s largest organizations to empower scientists, engineers, financial experts, product creators, journalists, and more to build custom AI with their data faster than ever before. Excited to help us redefine how AI is built? Apply to be the newest Snorkeler!

In Short

• 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.

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.
• 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.
• Yearly wellness stipend.
• 401k program for future planning.
• Parental leave program with up to 20 weeks of paid time off.
• Workstation setup allowance.