At Snorkel AI, we’re redefining how enterprises build and manage AI applications. Our mission is to empower every organization to harness the power of AI through programmatic data development. To support our growing ecosystem of Expert Contributors (ECs) - contractors who create high-quality data for our AI projects - we're hiring a fixed-term Operations Manager – Support to help deliver an exceptional support experience. Main 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. Minimum Qualifications: 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. This is a temporary, three-month, full-time, fixed-term position. The role can be based in the San Francisco Bay Area or remotely within the United States. We are offering a pay rate of $20–$25/hour, depending on experience. Pay Transparency Notice: Depending on your work location, the target annual pay for this position can range as detailed below. Fixed-term offers from Snorkel also include benefits (including medical, dental, vision and 401(k)).
