Support Specialist II
Posted: 03/02/2026
Job Number: 41953
Job Description
Support Specialist II
Onsite / Hybrid
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.
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.
Pay range is $26 - $31 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
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