Contractor Relations Specialist

AfterQuery • San Francisco, CA

7d • Hybrid

About The Position

AfterQuery is hiring a Contractor Relations Specialist to be the face of our support to the expert network powering our data as we scale to become one of the fastest-growing AI companies of all time. Our experts are doctors, lawyers, engineers, and researchers producing the training data and evaluations behind frontier AI models. When they have a question, a payment issue, or a dispute, you are the person who makes it right: quickly, fairly, and with a level of care that makes experts want to keep working with us. This is a high-ownership role. You will oversee expert support end to end, resolve disputes before they escalate, and turn what you hear from experts into insights the rest of the team acts on. The quality of our expert experience is a direct input to the quality of our data, and you will own it. You'll work mostly remote, spending one week per month embedded with the team in San Francisco. As our processes mature, the role transitions to fully remote.

Requirements

• 2–5 years in customer experience, customer support, or a contractor support/relations role — ideally at an expert network (GLG, AlphaSights, Guidepoint, etc.), a recruiting or talent marketplace, or a gig/contractor platform
• Experience handling disputes or escalations directly, with sound judgment on when to hold policy and when to make it right
• Exceptional written communication — clear, warm, and professional under pressure
• Comfort with support tooling (Zendesk, Intercom, or similar) and enough spreadsheet fluency to report on volume, resolution time, and trends
• A bias toward building: you don't just work the queue, you fix the reasons the queue exists
• Based in California, New York, New Jersey, or Texas, and able to spend one week per month in San Francisco during the hybrid period

Responsibilities

• Oversee day-to-day expert support across all channels, owning queues, SLAs, and the quality of every interaction
• Resolve disputes — payment questions, project level disputes, qualification decisions, account issues in a timely, consistent, and well-documented manner
• Serve as the face of AfterQuery's support to our experts, setting the tone for how we communicate and building trust with our most valuable contributors
• Report findings to the team: surface trends, recurring pain points, and dispute root causes to operations, product, and leadership, and help architect the solutions that eliminate them
• Build and refine support playbooks, macros, escalation paths, and dispute-resolution policies as we scale from thousands to tens of thousands of experts
• Partner with project operations and growth teams to get ahead of support volume when new projects launch

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed