Job Application for Support Agent (Temporary, Fixed-Term) at Snorkel AI

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We’re on a mission to democratize AI by building the definitive AI data development platform. The AI landscape has gone through incredible change between 2016, when Snorkel started as a research project in the Stanford AI Lab, to the generative AI breakthroughs of today. But one thing has remained constant: the data you use to build AI is the key to achieving differentiation, high performance, and production-ready systems. We work with some of the world’s largest organizations to empower scientists, engineers, financial experts, product creators, journalists, and more to build custom AI with their data faster than ever before. Excited to help us redefine how AI is built? Apply to be the newest Snorkeler!

At Snorkel AI, we’re redefining how enterprises build and manage AI applications. Our mission is to empower every organization to harness the power of AI through programmatic data development. To support our growing ecosystem of Expert Contributors (ECs) - contractors who create high-quality data for our AI projects - we're hiring a fixed-term Operations Manager – Support to help deliver an exceptional support experience.

Main Responsibilities:

Work within our email-based ticketing system (FreshDesk) to manage and respond to incoming support tickets from our EC community.
Resolve approximately 100 tickets per week, delivering clear, empathetic, and compliant communication via email.
Collaborate closely with our Technical Program Manager - Support and another Operations Manager - Support to triage, resolve, and escalate customer issues as needed.
Work cross-functionally with Engineering, Payments, Fraud, and Delivery teams to drive resolution for complex cases.
Contribute to improving Support team metrics, including backlog reduction, total resolution time, and customer satisfaction (CSat).
Surface trends and feedback observed in the support queue to enable improvements in automation, documentation, and self-serve resources.
Escalate critical issues (e.g., legal escalations) to the appropriate internal stakeholders with urgency and care.
Work during standard U.S. business hours, with the potential for occasional evening or weekend shifts in accordance with local labor laws.

Minimum Qualifications:

3-4 years of experience in a customer support (live or remote) or email-based service role.
Proven ability to manage high ticket volumes with attention to quality, tone, and compliance.
Exceptional written English skills, with experience using screenshots and other tools to explain solutions clearly.
Comfort working independently in a fast-paced, metrics-driven environment.
A strong sense of ownership and the ability to identify when to escalate issues or seek clarification.
Experience supporting contractors or gig workers (e.g., support for rideshare or delivery platforms) is a plus.

This is a temporary, three-month, full-time, fixed-term position. The role can be based in the San Francisco Bay Area or remotely within the United States. We are offering a pay rate of $20–$25/hour, depending on experience.

Pay Transparency Notice: Depending on your work location, the target annual pay for this position can range as detailed below. Fixed-term offers from Snorkel also include benefits (including medical, dental, vision and 401(k)).

Salary Range

$20 - $25 USD

Be Your Best At Snorkel

Snorkel AI is on a mission to make machine learning practical for everyone, and it starts with building a team that welcomes, represents and gives opportunity to all. We work at the frontier of AI and software engineering, and believe that underrepresented communities need to play a part in shaping the future of these fields. At Snorkel AI, we actively work to create an environment that values end-to-end ownership, diverse forms of impact, and opportunities for personal growth.

Snorkelers are supported by an amazing team and an amazing set of benefits. For Full-time employees, we offer comprehensive medical, dental, and vision plans for Snorkelers and their families, plus a yearly wellness stipend. Our 401k program lets Snorkelers plan for their future and our parental leave program lets new parents take up to 20 weeks of paid time off. Learn more about these benefits and more — like our workstation setup allowance — on our Careers page.

Snorkel AI is proud to be an Equal Employment Opportunity employer and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Snorkel AI embraces diversity and provides equal employment opportunities to all employees and applicants for employment. Snorkel AI prohibits discrimination and harassment of any type on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. All employment is decided on the basis of qualifications, performance, merit, and business need.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Support Agent (Temporary, Fixed-Term)

Main Responsibilities:

Minimum Qualifications:

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