Support Service Specialist

Company Intro At Toloka AI we create data that powers leading GenAI models and innovations. We work with big tech, renowned AI startups, enterprises and non-profit research organizations worldwide. We use a combination of Experts + Crowd + Tech Platform to teach AI models to reason and evaluate their efficacy and safety. We have experts in more than 50 different domains—from doctors and lawyers to physicists and engineers—and boast one of the most diverse global crowds, representing over 100 countries and speaking 40+ languages. We are a well-funded startup with an enviable portfolio of clients. Recently, we secured strategic investment led by Bezos Expeditions with participation from Mikhail Parakhin, CTO of Shopify and board advisor to leading GenAI companies, who now serves as our Chairman of the Board. Our remote-first team is globally distributed around the world: USA, UK, the Netherlands, Czech Republic, Serbia, and more. About this freelance role The Support Service Specialist plays a crucial role as the primary liaison between the service and its users. This individual possesses a comprehensive understanding of the service, the entire team, and its intricacies. Using clear and professional language, the Support Service Specialist assists users worldwide in comprehending the details of earning potential while performing tasks within the service. Additionally, they perform proactive support tasks by processing various internal system signals. The Support Specialist consistently prioritizes the service they support, actively sharing valuable insights and suggesting improvements to streamline processes and address user inquiries. They maintain direct communication channels with the product team, designers, lawyers, and analysts. Responsibilities: Respond to user inquiries in writing, adhering to the company's established style; Collect and analyze statistics on user appeals to derive valuable conclusions; Enhance the internal knowledge base and documentation for users; Participate in general meetings of the support team and the product department; Take responsibility for various aspects of user support. Requirements: Passionate about assisting people and providing exceptional service; Excellent command of English and Russian languages; Ability to independently find answers to questions using available documentation; Previous experience in support services or written communication with individuals is a plus. Remote-first, working with a globally distributed team across multiple time zones. [Important Notice] Scam Alert Regarding Fake Job Posting It has come to our attention that an individual or group is fraudulently impersonating Toloka to post fake jobs and solicit personal information from applicants. Please be aware: Official Communication: Our recruiting team will only contact you from an official "toloka.ai" email address. We will NEVER use Gmail, Yahoo, Tolokainc, toloka.inc, or other personal or seemingly business email accounts. Our Process: We will never ask for your bank account details, credit card number, or any fees as part of the application or interview process. Official Listings: All legitimate job openings are posted on our official careers page: https://toloka.ai/careers#job-list What to do: If you see a suspicious job posting or have been contacted by someone you suspect is a scammer, please do not provide any personal information. Instead, report the incident to us directly at [email protected] and report the profile/post to LinkedIn. We are taking this matter very seriously and are working with the appropriate parties to resolve it. Thank you for your vigilance! To learn how we collect, use, disclose, and store personal data, check out our Privacy Notice .