Remote AI Training Customer Support Specialist – Evaluate, Refine, and Enhance AI Chatbot Interactions for Global Impact

About brighthush

brighthush is a pioneering AI‑driven platform that empowers researchers, developers, and enterprises to build smarter, more empathetic conversational agents. Founded in 2014 and headquartered in London, brighthush has grown into a global community of over 200 experts who collaborate to create the most advanced infrastructure for People Science. Our mission is simple yet ambitious: to harness human insight and data to elevate the quality, reliability, and inclusivity of AI systems worldwide.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while contributing to a worldwide network of talent. We value curiosity, precision, and a passion for continuous improvement—qualities that are essential for shaping the next generation of customer‑centric AI.

Key Responsibilities

• Evaluate AI Chatbot Responses: Critically review AI‑generated support replies for accuracy, brand voice consistency, and “helpfulness” scores, ensuring each interaction meets our high standards.
• Simulate Customer Interactions: Craft realistic support tickets and dialogue flows that test AI handling of edge cases, escalated complaints, and complex inquiries, providing valuable feedback for model refinement.
• Refine Knowledge Bases: Audit AI‑generated FAQ articles, macros, and help center content to guarantee clarity, technical correctness, and user‑friendly navigation.
• Sentiment Labeling: Annotate model responses to identify appropriate tone—empathetic, professional, or overly robotic—supporting nuanced sentiment analysis for continuous learning.
• Quality Assurance: Compare AI outputs against our rigorous Support QA rubrics, ensuring compliance with industry best practices and internal quality benchmarks.
• Collaborate with Cross‑Functional Teams: Work closely with data scientists, product managers, and engineering leads to translate insights into actionable improvements for AI models.
• Document Findings: Maintain clear, concise records of evaluations, edge‑case scenarios, and suggested enhancements in our internal knowledge management system.

Essential Qualifications

• Professional Experience: Minimum of 2–3 years in high‑volume customer support, technical support, or client success roles, demonstrating a track record of delivering exceptional service.
• Communication Excellence: Exceptional written English skills with the ability to modulate tone, empathy, and clarity across diverse customer personas.
• Problem‑Solving Skills: Proven ability to de‑escalate complex situations and provide step‑by‑step troubleshooting for technical or billing issues.
• Typing Proficiency: High typing speed (≥ 60 WPM) and the capacity to navigate multiple information sources quickly to locate accurate answers.
• Attention to Detail: A sharp eye for spotting subtle errors in logic, tone, or factual accuracy within support responses.
• PayPal Account: Must have an active PayPal account to receive payments for completed tasks.
• CRM & Helpdesk Proficiency: Hands‑on experience with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
• Communication Tools: Expert use of Slack, Microsoft Teams, and email ticketing systems.
• Documentation Platforms: Familiarity with Confluence, Notion, or Guru for internal knowledge management.
• Multilingual Capabilities: Multilingual proficiency is a significant plus, especially for evaluating translation and localized support quality.

Preferred Qualifications

• Experience in AI or machine learning environments, particularly in data labeling or model evaluation.
• Background in technical writing or content creation for knowledge bases and help centers.
• Knowledge of sentiment analysis frameworks and annotation tools.
• Familiarity with agile development practices and sprint cycles.
• Prior remote work experience with a proven ability to self‑manage and deliver high‑quality results independently.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex scenarios, identify root causes, and recommend actionable improvements.
• Customer‑Centric Mindset: Deep empathy for end‑users and a commitment to enhancing their experience through data‑driven insights.
• Adaptability: Comfortable working in a fast‑moving, evolving environment where priorities shift quickly.
• Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams across time zones.
• Time Management: Skilled at juggling multiple tasks, meeting deadlines, and maintaining high productivity in a remote setting.
• Continuous Learning: Eagerness to stay current with AI trends, customer support best practices, and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Customer Support Specialist in AI Training, you will:

• Gain hands‑on experience with cutting‑edge AI models and data‑labeling workflows.
• Participate in internal workshops and training sessions covering AI fundamentals, sentiment analysis, and advanced customer support techniques.
• Collaborate with senior data scientists and product managers, opening pathways to roles in AI quality assurance, product management, or data science.
• Earn certifications in AI ethics, data labeling, and customer experience design through our partnership with leading educational platforms.
• Contribute to open‑source projects and industry conferences, positioning yourself as a thought leader in People Science.

Work Environment & Culture

brighthush thrives on a culture of transparency, inclusivity, and innovation. Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Daily stand‑ups and weekly syncs via Zoom and Slack.
• Collaborative knowledge bases in Confluence and Notion.
• Monthly virtual team‑building events and quarterly in‑person retreats.
• A supportive community of experts who share insights, best practices, and career advice.

We celebrate diversity and encourage every team member to bring their authentic self to work. Our values—curiosity, integrity, and impact—guide everything we do, from product development to employee development.

Compensation & Benefits

• Competitive Pay: Hourly rates that reflect your experience and the value you bring to AI model improvement.
• Flexible Hours: Choose the schedule that best fits your lifestyle while meeting project deadlines.
• Remote Work: Work from the comfort of your home office, with a stipend for home‑office equipment and internet upgrades.
• Paid Tasks: Earn for each completed evaluation, with many tasks requiring just one hour of focused work.
• Professional Development: Access to paid courses, certifications, and conference sponsorships to support your growth.
• Health & Wellness: Comprehensive health, dental, and vision plans for eligible employees and their families.
• Equity & Bonuses: Opportunity to earn stock options and performance bonuses as part of our long‑term incentive program.
• H1B Sponsorship: brighthush has a strong track record of sponsoring H1B visas, with multiple approvals in recent years. While sponsorship is not guaranteed for every role, we are committed to supporting qualified international talent.

How to Apply

Ready to shape the future of AI‑driven customer support? Click the link below to submit your application and join the brighthush team of experts. We look forward to learning how your skills and passion align with our mission to create smarter, more human‑centric AI.