Support Specialist

Payrate: $45.00 - $48.00/hr.
 
Summary:
Monitor social platforms, primarily X, for mentions of Muse at very low latency; classify each mention against the Muse triage rubric; and personally own the middle bucket: posts that warrant a response but do not warrant executive engagement. Engage the user publicly or by DM, resolve the issue, and close the loop.
 
Responsibilities:

• Monitor inbound Muse mentions on a continuous sweep cadence (queue polled roughly every 2 minutes) and apply a first-pass tier within the 30-minute live-pass latency target.
• Classify every post against the Tier 1 / 2 / 3 rubric using the live-pass dimensions only: account context (follower count, historical engagement, verified outlet or credentialed journalist, known amplifier) and content (misinformation, claim severity, exec tagged or named, specific product issue, repro present).
• Make the escalate-or-not call with high precision. Immediately route hard-override cases (misinformation, damaging press claim, exec tagged or named) to the Tier 1 queue for comms and on-call. Log Tier 3 posts to the signal store with no outreach.
• Own Tier 2 end to end. Respond to the user on-platform, ask the clarifying questions needed to establish a repro (prompt, settings, model, steps, screenshots), and drive the thread to a stated resolution.
• Extract and log the repro, assign an issue category, file or link the corresponding bug, and track it to closure so the user gets a real answer rather than an acknowledgement.
• Record tier, tier_reason, and scoring_mode on every item so misclassifications are auditable, and flag posts that are below threshold but trending for continued re-scoring.
• Draft and reuse approved response language for recurring Muse issues; escalate to comms when a situation needs net-new external language rather than improvising it.
• Hand off cleanly on shift change with a live queue state, including open threads, pending repros, and anything held for the maturity pass.
• Surface recurring themes from Tier 2 and Tier 3 volume to product and comms partners on a regular cadence.
• Minimum viable Muse product expertise (developed in ramp)
• Working fluency in Muse's surfaces, generation flows, model behavior, and known limitations, sufficient to tell a real defect from expected behavior, a user error, or a feature request.
• Familiarity with current known issues, shipped fixes, and public positioning, so the responder does not confirm something already resolved or speculate on anything unannounced.
• Ability to judge whether a complaint is concrete enough that an engineer could act on it, which is the actual Tier 2 bar.

 
Required qualifications:

• Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming.
• Demonstrated judgment under time pressure and incomplete information, with a bias toward escalating ambiguous reputational risk rather than absorbing it.
• Strong, concise written voice that holds up in public reply threads.
• Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro.
• Ability to work a shift-based schedule, including evenings and weekends, to sustain continuous low-latency coverage.
• Rigorous logging discipline. Every call is recorded with the rule that fired it.

 
Preferred qualifications:

• Prior work in a trust and safety, community, social care, or incident-adjacent triage function.
• Prior exposure to generative AI image or video products and the common failure modes users report.
• Familiarity with social listening and queue tooling.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $45.00 - $48.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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