Support Specialist in Austin, TX

Russell Tobin; Austin (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

401(k) retirement savings

Employee discounts with preferred vendors

Job summary

A leading global company in Austin is seeking a Support Specialist II to be the primary escalation point for complex payments issues. The role involves collaborating with Product and Engineering teams to resolve challenging customer cases and improve automatic support through AI. Candidates need at least 3 years in customer support and strong analytical skills. The position offers hybrid work flexibility and comprehensive benefits including healthcare, 401(k), and employee discounts.

Qualifications

• 3+ years of experience in an operations or customer support environment.
• Ability to manage complex escalations and resolve customer problems.
• Strong analytical skills to translate data insights into process enhancements.

Responsibilities

• Resolve complex payments issues while adhering to quality standards.
• Identify workflow gaps for cross-functional improvement opportunities.
• Collaborate with Product and Engineering for timely customer issue resolution.
• Support AI-led systems through case labeling and optimization.

Skills

Problem resolution skills

Analytical skills

Communication skills

Tools

SQL

Data analysis tools

Job description

Client: Fortune 5 Company

Title: Support Specialist II

Location: Austin, TX (Hybrid - 3 Days Onsite)

Contract: W2; 12-month contract

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.

Benefits Info

Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.