Customer Support Specialist

LXT is an emerging leader in AI training data to power intelligent technology for global organizations. In partnership with an international network of contributors, LXT collects and annotates data across multiple modalities with the speed, scale, and agility required by the enterprise. Our global expertise spans over 145 countries and more than 1,000 language locales. Founded in 2010, LXT is headquartered in Toronto, Canada with a

presence in the United States, UK, Egypt, India, Turkey and Australia. The company serves customers in North America, Europe, Asia Pacific and the Middle East.

We are seeking a Marketplace Customer Support Specialist to support self-service Marketplace clients and assume expanded operational ownership across Marketplace projects.

Key Responsibilities:

• Review and activate Marketplace orders, ensuring they are configured correctly and meet all applicable policies and guidelines.
• Monitor active projects, identify delays or execution issues, and take appropriate action to keep work on track.
• Ensure all Marketplace activities comply with data privacy and data protection requirements, including the exclusion of personally identifiable information (PII).
• Support crowd workers by answering operational questions and resolving task-related issues.
• Serve as the main point of contact for Marketplace customers, providing guidance on platform capabilities, best practices, and limitations.
• Deliver customer insights, including participation statistics, demographic information, and general Marketplace performance metrics.
• Manage project changes such as priority updates, deadline extensions, language additions, and manual audience filter adjustments.
• Review projects for compliance and quality standards, rejecting fraudulent, abusive, or non-compliant submissions when necessary.
• Support billing activities, including invoice regeneration, down-payment invoicing, and account model changes between prepaid and postpaid arrangements.
• Monitor payments and reimbursements, working closely with Finance on invoicing, refunds, and account balance inquiries.
• Provide first-line support for Marketplace API users and sandbox environments, troubleshooting issues and coordinating with internal teams as needed.
  

Qualifications:

• 3+ years of experience in customer support, account management, operations, project coordination, or a similar customer-facing role.
• Excellent written and verbal English communication skills; additional languages are an advantage.
• Strong organizational skills with the ability to manage multiple priorities and maintain a high level of accuracy.
• Customer-focused mindset with a passion for delivering a positive user experience and resolving issues effectively.
• Ability to work independently, make sound decisions, and escalate issues when appropriate.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify practical solutions.
• Tech-savvy and comfortable learning new software, web-based platforms, and internal tools.
• Basic understanding of APIs, integrations, or technical troubleshooting is beneficial but not required.
• Experience working in a remote or distributed team environment is an advantage.
• Strong attention to detail and commitment to following established processes and quality standards.
• Adaptable and proactive, with a willingness to take ownership and continuously improve ways of working.

Additional Information

LXT is an equal opportunity employer and ensures that no applicant is subject to less favorable treatment on the grounds of gender, gender identity, marital status, race, color, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependents, physical or mental disability. Any hiring decision is made based on skills, qualifications, and experience.