Contractor Relations Specialist - AfterQuery
Overview
AfterQuery seeks a Contractor Relations Specialist to champion expert support as the company scales rapidly. You will own interactions with domain experts ensuring satisfaction while driving process improvements. This high-ownership role shapes engineering direction through actionable insights from user feedback.
What You'll Do6
- 1Oversee day-to-day expert support across all channels, owning queues, SLAs, and interaction quality
- 2Resolve disputes — payment questions, project level disputes, qualification decisions, account issues in a timely documented manner
- 3Serve as the face of AfterQuery`s support setting communication tone and building trust with top contributors
- 4Report findings to the team surfacing trends recurring pain points and root causes to drive scalable solutions
- 5Build and refine support playbooks macros escalation paths and dispute-resolution policies as we scale from thousands to tens of thousands of experts
- 6Partner with project operations and growth teams to anticipate support volume during new project launches
Requirements6
- 12–5 years in customer experience or contractor support roles preferably at expert networks recruiting platforms or gig marketplaces
- 2Proven experience handling disputes or escalations with sound judgment on policy application
- 3Exceptional written communication skills clear warm and professional under pressure
- 4Comfort with support tooling Zendesk Intercom or similar and strong spreadsheet fluency for reporting volume resolution time and trends
- 5Bias toward building fixing root causes rather than merely processing requests
- 6Based in California New York New Jersey or Texas able to spend one week monthly in San Francisco
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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