Support Specialist II

Job Title: Support Specialist II
Duration: 12 Months
Location: Austin, TX (hybrid 3 days in office)
Summary:

• This role focuses on serving as the primary escalation point for complex payments issues (specifically payouts), requiring a hands-on approach to resolve challenging customer cases.
• The Specialist will leverage insights from these escalations to drive process and product improvements, including collaborating with Engineering and Product teams.
• A critical component of the role is supporting the continuous improvement of automated support capabilities through AI labeling and feedback efforts.

Must-Have Skills:

• Complex Escalation Management: Ability to resolve challenging and ambiguous customer payment issues.
• Analytical Skills: Proven experience translating data insights into actionable process improvements.
• Cross-Functional Communication: Effective collaboration with Product, Engineering, and other teams.
• Experience with AI Support Tools: Familiarity with AI-powered support, automation, or data labeling.

Nice-to-Have Skills:

• 1. Payments/Risk/Trust & Safety Support: 2+ years in customer support for payments or related domains.
• Data Analysis Proficiency: Skilled in SQL, spreadsheets, or dashboards for operational monitoring.

Responsibilities:

• Act as the expert escalation point, resolving complex payments cases while ensuring strict adherence to quality and compliance standards.
• Identify and communicate workflow or process gaps to drive cross-functional improvement opportunities.
• Partner closely with Product and Engineering to ensure timely resolution of customer issues, providing support for debugging as needed.
• Contribute to the training and calibration of AI-led support systems by performing case labeling and annotation activities to optimize resolution logic.

Minimum Qualifications:

• 3 + years of experience in an operations, customer support, or comparable environment.
• Proven ability to manage complex escalations and successfully resolve ambiguous customer problems.
• Strong analytical skills, with a track record of translating data insights into actionable process enhancements.
• Demonstrated success in communicating and collaborating effectively with cross-functional partners, including technical and engineering teams.

Preferred Qualifications:

• Experience with AI-powered support tools, automation platforms, or data labeling processes.
• 2+ years of experience specifically in customer support related to payments, risk, or trust and safety domains.
• Proficiency with data analysis tools (such as SQL, spreadsheets, and dashboards) for monitoring operational performance.

Key Projects/Day-to-Day Responsibilities:

• Serve as the main escalation point for complex payment (payout) cases.
• Resolve customer issues while maintaining quality and compliance.
• Identify workflow/process gaps and drive improvements.  
• Collaborate with Product and Engineering for issue resolution and debugging.
• Support AI-led support systems through case labeling and annotation.

Purpose/Size of this team & where does this position fit within the team:

• This contract worker will be primarily responsible for cross-functional communication with internal teams, partners, and external vendors. Key duties include managing product feedback, proactively working to prevent escalations, and performing required AI labeling tasks.

Certain project that team is working on / what products are they supporting:

• Improving automated support capabilities using AI labeling and feedback.
• Driving process and product enhancements based on escalation insights.
• Training and calibrating AI support systems for better resolution logic.

About the Team:

• The team specializes in payments support, focusing on escalations and process improvement.
• Works closely with Engineering and Product to enhance customer experience and automate support.

How will progress be evaluated? What does success look like for this assignment:

• Driving resolutions, fostering strong partnerships with product teams, and increasing productivity.

What challenges should the ideal candidate expect in this role, and how can they help address them:

• The role requires quickly mastering around 30 diverse products and various associated tools, which contributes to a substantial and prolonged onboarding process. Currently, some complex edge cases lack clarity, necessitating that Customer-Facing Workers clearly communicate their work and translate actions required for user understanding.

Interview Process:

• How many rounds of interviews: 2 rounds

Types of Interviews:

• First Round (Hiring Manager) ? Duration: 25 minutes (5-minute buffer) ? Focus/Goal: Assess role and team fit.
• Second Round (Team Member) ? Duration: 45 minutes ? Focus/Goal: Evaluate collaboration skills, problem-solving abilities, and validate relevant experience.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 30.00/hr.