The Crowd Support Specialist plays a critical role in managing global AI data operations by working closely with crowd workers, freelancers, and vendors across multiple geographies.This role ensures smooth project execution during night hours, supporting US and Europe teams by driving real-time coordination, issue resolution, and high-quality delivery.
Key Responsibilities:1. Project Coordination & Execution
- Work closely with crowd workers and vendors across different countries to ensure smooth project execution
- Track project progress, timelines, and deadlines to ensure timely delivery
- Maintain high-quality data output aligned with client expectations
- Identify risks, delays, or quality issues and take proactive action
- Share regular updates and reports on project status with stakeholders
2. Active Project & User Support
- Understand project workflows, tools, and task guidelines thoroughly
- Guide contributors on: Instructions, formatting, submission processes, and timelines
- Support users with application/platform-related queries and resolve issues quickly
- identify and manage issues such as: Access problems, Misunderstanding of guidelines, Technical challenges
- Escalate urgent blockers to project leads in real time
3. Contributor Support & Community Management
- Manage and respond to contributor queries across:
- Discord, email, chat groups, and social platforms
- Support onboarding: Profile setup, Platform navigation, Project access
- Ensure adherence to communication guidelines and community standards
- Share updates, announcements, and reminders regularly
4. Vendor & Partner Management
- Build and maintain strong relationships with vendors globally
- Ensure clear, consistent, and professional communication
- Handle pricing discussions and negotiations based on: Project requirements, Market benchmarks and trends
- Respond to inbound partner queries (email, LinkedIn, web forms)
- Conduct outreach and follow-ups for potential partners
- Support expansion of the global vendor and contributor network
5. Operational Coordination & Reporting
- Manage tasks during night shift, coordinating primarily with US and Europe teams
- Maintain detailed logs including: Contributor queries handled, Partner communications received, Project issues identified, Pending follow-ups
- Update systems: VMS portal, Excel / Google Sheets trackers
- Ensure seamless handover to: Relationship Managers, Community Leads, Delivery & L&D teams
6. Stakeholder Communication & Collaboration
- Communicate confidently in English (written and spoken) with global stakeholders
- Work closely with internal teams to ensure alignment and timely delivery
- Maintain clarity, professionalism, and responsiveness in all communications
7. Problem Solving & Continuous Improvement
- Quickly identify operational and project-related challenges
- Analyze root causes and implement practical solutions
- Share insights on: Contributor issues, Engagement trends, Process gaps
- Suggest improvements in workflows, communication, and guidelines
- Stay updated on market trends to ensure competitive pricing and approach
Skills and Competencies:- Excellent written and verbal communication skills.
- Ability to understand project instructions and explain them clearly.
- Experience with Discord and other community/social channels (LinkedIn, Instagram, Facebook).
- Good problem-solving and multitasking ability.
- Organized approach to logging, tracking, and reporting daily activities.
- Ability to work independently during night shift.
- Familiarity with VMS portals, Google Sheets, Excel, or CRM tools (preferred).
Education and Experience:- Bachelor's degree (business, operations, IT, communications, or related fields preferred).
- Relevant experience in support operations, community management, customer service, or project coordination.
- Prior experience in night shift/global support roles is preferred.
- Exposure to crowdsourcing, partner ecosystems, or data projects is an advantage.
