[Remote] Customer Support Expert - Remote

Note: The job is a remote job and is open to candidates in USA. YO HR Consultancy is recruiting a remote Customer Service Subject Matter Expert for an AI data services project. The role involves creating realistic customer service conversations, evaluating AI responses, and testing models for inaccuracies and biases to improve speech-to-speech AI agents.

Responsibilities

• Develop AI Training Content: Create natural, human-enacted customer service conversations across realistic support scenarios
• Optimize AI Performance: Evaluate and rank AI responses to enhance the model's accuracy, fluency, and contextual relevance
• Ensure Model Integrity: Test AI models for potential inaccuracies or biases, validating their reliability across use cases

Skills

• Bachelor's degree (or higher) in Business Administration, Communications, Marketing, Management, or a related field (or equivalent professional experience)
• 2+ years of professional Customer Service experience, with demonstrated expertise in client communication, issue resolution, support workflows, and customer relationship management
• 1+ year of experience in AI training, such as data annotation, AI evaluation, model training, response evaluation, or similar AI-related work
• Strong knowledge of end-to-end customer support workflows, including issue identification, troubleshooting, escalation, follow-up, and resolution
• Excellent spoken English C1+ (US only), with clear and fluent verbal communication
• Hands-on experience managing customer inquiries, complaints, service requests, and escalations across a range of customer scenarios
• Ability to adapt communication style, tone, and approach based on the customer's needs, situation, and level of concern
• Reliable, self-directed, and able to deliver consistent quality in an hourly, remote contractor environment

Benefits

• Fully remote work arrangement
• Flexible schedule—you choose the hours and days you work, including weekends if desired as long as there is activity.
• Access to future projects available through the expert network

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