Job description
OUR MISSION Work. While is on a mission to help workers earn a better living and live better lives. While 80 million Americans face the instability of unpredictable hourly work, we are leveraging AI to create a flexible, efficient labor market where frontline workers finally have the upper hand. Backed by Khosla Ventures and recognized by the Inc.
5000 for 10x growth, we are disrupting a $650 billion industry by putting people first. THE ROLE As a Worker Success Specialist, you are the primary advocate for our community. You aren't just resolving tickets; you are building the trust that allows our marketplace to thrive. This role is perfect for a high-empathy, fast-moving problem solver who wants to navigate the "gray areas" of the gig economy and ensure every worker feels supported, heard, and empowered.
WHAT YOU’LL DO
- Empower the Community: Deliver world-class support via email, chat, and phone, turning complex worker inquiries into seamless success stories.
- Guard the Marketplace: Proactively maintain platform integrity by managing Trust & Safety reports and ensuring all users adhere to our community standards.
- Optimize the Worker Journey: Identify friction points in the worker experience and collaborate with Product and Ops teams to build long-term solutions.
- Own the Knowledge: Create and update internal playbooks and external FAQs to help our worker community self-serve and succeed independently.
- Drive Operational Excellence: Manage high-volume queues with speed and precision, ensuring our response times remain industry-leading.
WHO YOU ARE
- Empathy-First: You have a genuine passion for the well-being of hourly workers and can communicate with clarity and warmth.
- Critical Thinker: You don't just follow a script; you use data and intuition to solve the root cause of an issue.
- Tech-Fluent: You are comfortable juggling multiple platforms (CRMs, Slack, Internal Admin tools) without missing a beat.
- Adaptable & Resilient: You thrive in the ambiguity of a fast-growing startup and are comfortable with a flexible schedule to meet the needs of our workers. BONUS POINTS
- Prior experience in Trust & Safety or Marketplace Operations.
- Deep familiarity with the gig economy or hourly labor landscape.
- Hands-on experience with. Intercom or similar support ecosystems.