Join a fast-paced, high-volume operations team supporting inbound founder inquiries related to program eligibility and access. This six-month contract role blends strong support judgment with hands-on experience building LLM-powered workflows to help streamline responses, improve accuracy, and expand automation over time.

Responsibilities

• Review, edit, and send responses to a large volume of inbound inquiries each day using AI-assisted drafting tools.
• Evaluate eligibility-related questions carefully and route sensitive, complex, or unusual cases to the appropriate team.
• Help design, refine, and maintain Claude-based workflows for triage, categorization, and response drafting.
• Identify recurring questions and workflow failure points, then translate those insights into stronger automations, templates, and communication updates.
• Collaborate with internal partners across trust and safety, operations, marketing, and partnerships to ensure replies remain accurate and aligned with policy.
• Document workflow processes clearly so they can be maintained, improved, and scaled by others.

Skills

• Experience in high-volume support, operations, or trust and safety work where accuracy and consistency are essential.
• Hands-on experience using LLMs to draft, triage, or automate workflows.
• Ability to design prompts and workflows and assess the quality of AI-generated output.
• Strong judgment for determining when automation is sufficient and when human review is needed.
• Excellent written communication with a clear, friendly, and professional tone.
• Comfort working through repetitive, detail-oriented tasks while maintaining high standards.
• Discretion when handling sensitive information.

Preferred Skills

• Experience building automations across email, spreadsheets, Slack, or CRM tools.
• Basic scripting experience in Python or JavaScript.
• Background in fraud review, approval workflows, or eligibility decisions.
• Familiarity with the Claude API, Claude Code, or agent frameworks.

Horizontal is committed to building an inclusive environment where diverse perspectives are valued, and where equity and belonging are part of how we work every day. We welcome candidates from all backgrounds who bring the skills, judgment, and curiosity to help improve the way work gets done.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.

Please apply through this online posting or by visiting our Job Board at www.horizontaltalent.com/job-board. Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $69 - $110 per hour based on qualifications and experience.