Customer Support Service Specialist

Toloka AI specializes in creating high-quality data that supports the development and improvement of leading Generative AI models and emerging artificial intelligence technologies. The company works with major technology organizations, prominent AI startups, enterprises, and nonprofit research institutions around the world. Its approach combines specialized experts, a global contributor community, and a proprietary technology platform to help train AI systems to reason more effectively while evaluating their performance, reliability, and safety. Toloka AI’s expert network covers more than 50 professional disciplines, including medicine, law, physics, engineering, and other specialized fields. Its global contributor community spans more than 100 countries and 40+ languages, providing access to diverse knowledge and perspectives. The company operates as a remote-first organization with team members distributed across locations including the United States, United Kingdom, Netherlands, Czech Republic, Serbia, and other countries. Toloka AI has also attracted strategic investment led by Bezos Expeditions, alongside other prominent technology investors and industry leaders. About the Freelance Role Toloka AI is seeking a Support Service Specialist to serve as an important connection between the platform and its global users. The specialist will develop a strong understanding of the service, its processes, and the broader team in order to provide users with clear, professional, and accurate assistance. A significant part of the role involves helping users understand how the platform works, including questions related to completing tasks and earning opportunities. The specialist will also provide proactive support by reviewing and responding to signals generated through internal systems. Beyond answering questions, the successful candidate will identify recurring user concerns, share useful insights with internal teams, and recommend improvements that can simplify processes and improve the overall user experience. The position involves collaboration with teams across Product, Design, Legal, Analytics, and other business functions. Key Responsibilities – Respond professionally to user questions through written communication while following Toloka AI’s established communication standards. – Provide clear and accurate information about the platform, its processes, and available user opportunities. – Investigate questions independently using internal documentation and available resources. – Collect and analyze information about user requests to identify recurring problems, trends, and improvement opportunities. – Maintain and improve the company’s internal knowledge base and user-facing documentation. – Process internal system signals and perform proactive support activities when necessary. – Participate in regular meetings with the Support and Product teams. – Communicate recurring user concerns and valuable feedback to relevant internal stakeholders. – Recommend improvements that could make support processes more efficient and reduce common user difficulties. – Take ownership of assigned areas within the broader user-support operation.