Support Specialist I

Job Title: Support Specialist I (Hybrid)
Location - MPK / Texas Hybrid (3 days onsite)
12-month contract with potential for extension
Onsite - W-F 3 days onsite Sat- Sun wfh
Menlo Park CA 94025
Pay Range: $22 - 28/hr

Job Description:
We are seeking a Support Specialist I to join a fast-paced operations team supporting high-priority customer escalations and strategic initiatives.
This role is primarily focused on escalation management (80%) with the remaining time dedicated to process improvement and operational projects (20%).
The ideal candidate is a proactive problem solver with strong analytical and communication skills who thrives in ambiguous situations. You will investigate complex account-related issues, perform root-cause analysis, identify trends, and collaborate with cross-functional teams to deliver timely and effective resolutions.
In addition to resolving escalations, you will contribute to process optimization efforts and support initiatives focused on improving operational efficiency and AI-driven workflows.

Key Responsibilities:
Manage and resolve complex customer escalations and support tickets.
Investigate issues, conduct root-cause analysis, and identify recurring trends.
Partner with cross-functional teams to deliver timely, high-quality resolutions.
Contribute to operational improvement projects and process optimization.
Analyze data and provide recommendations to improve workflows and customer experience.
Support AI quality initiatives by evaluating outputs and identifying opportunities for improvement.

Qualifications:
Bachelor's degree or equivalent experience.
1-3 years of experience in operations, customer support, trust & safety, or escalation management.
Strong analytical, problem-solving, and communication skills.
Experience working in a fast-paced, customer-focused environment.
Ability to prioritize multiple tasks and collaborate across teams.
Experience with data analysis, reporting, SQL, or AI quality evaluation is a plus.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.