Customer Support Task Author (AI Training)

- Organization: Alignerr - Type: Hourly Contract - Location: Remote - Commitment: 10–40 hours/week

Key Responsibilities

- Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions. - Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked. - Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario. - Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning. - Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately. - Review and correct AI-drafted task prompts or rubrics when provided.

Qualifications

- Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience. - Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks). - Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct. - Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision. - Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation.

Nice to Have

- Experience supporting enterprise or industrial software products. - Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.

Why Join Us

- Work on cutting-edge AI projects alongside leading research labs. - Fully remote and flexible — work when and where it suits you. - Freelance autonomy with the structure of meaningful, task-based work. - Contribute directly to how AI agents handle real enterprise support scenarios. - Potential for ongoing work and contract extension as new projects launch.