The Crowd Support Specialist plays a critical role in managing global AI data operations by working closely with crowd workers, freelancers, and vendors across multiple geographies.This role ensures smooth project execution during night hours, supporting US and Europe teams by driving real-time coordination, issue resolution, and high-quality delivery.Key Responsibilities:1. Project Coordination & ExecutionWork closely with crowd workers and vendors across different countries to ensure smooth project executionTrack project progress, timelines, and deadlines to ensure timely deliveryMaintain high-quality data output aligned with client expectationsIdentify risks, delays, or quality issues and take proactive actionShare regular updates and reports on project status with stakeholders2. Active Project & User SupportUnderstand project workflows, tools, and task guidelines thoroughlyGuide contributors on: Instructions, formatting, submission processes, and timelinesSupport users with application/platform-related queries and resolve issues quicklyidentify and manage issues such as: Access problems, Misunderstanding of guidelines, Technical challengesEscalate urgent blockers to project leads in real time3. Contributor Support & Community ManagementManage and respond to contributor queries across:Discord, email, chat groups, and social platformsSupport onboarding: Profile setup, Platform navigation, Project accessEnsure adherence to communication guidelines and community standardsShare updates, announcements, and reminders regularly4. Vendor & Partner ManagementBuild and maintain strong relationships with vendors globallyEnsure clear, consistent, and professional communicationHandle pricing discussions and negotiations based on: Project requirements, Market benchmarks and trendsRespond to inbound partner queries (email, LinkedIn, web forms)Conduct outreach and follow-ups for potential partnersSupport expansion of the global vendor and contributor network5. Operational Coordination & ReportingManage tasks during night shift, coordinating primarily with US and Europe teamsMaintain detailed logs including: Contributor queries handled, Partner communications received, Project issues identified, Pending follow-upsUpdate systems: VMS portal, Excel / Google Sheets trackersEnsure seamless handover to: Relationship Managers, Community Leads, Delivery & L&D teams6. Stakeholder Communication & CollaborationCommunicate confidently in English (written and spoken) with global stakeholdersWork closely with internal teams to ensure alignment and timely deliveryMaintain clarity, professionalism, and responsiveness in all communications7. Problem Solving & Continuous ImprovementQuickly identify operational and project-related challengesAnalyze root causes and implement practical solutionsShare insights on: Contributor issues, Engagement trends, Process gapsSuggest improvements in workflows, communication, and guidelinesStay updated on market trends to ensure competitive pricing and approachSkills and Competencies:Excellent written and verbal communication skills.Ability to understand project instructions and explain them clearly.Experience with Discord and other community/social channels (LinkedIn, Instagram, Facebook).Good problem-solving and multitasking ability.Organized approach to logging, tracking, and reporting daily activities.Ability to work independently during night shift.Familiarity with VMS portals, Google Sheets, Excel, or CRM tools (preferred).Education and Experience:Bachelor's degree (business, operations, IT, communications, or related fields preferred).Relevant experience in support operations, community management, customer service, or project coordination.Prior experience in night shift/global support roles is preferred.Exposure to crowdsourcing, partner ecosystems, or data projects is an advantage.
3 days ago