Remote Customer Support Representative – AI Training & Evaluation Specialist – Columbus, US – Shape the Future of AI with brighthush

About brighthush

At brighthush, we are on a mission to empower the next generation of artificial intelligence by building the most comprehensive, high‑quality human data ecosystem in the world. Founded in 2014, brighthush has grown into a global leader in People Science, partnering with AI developers, researchers, and enterprises to create smarter, more empathetic, and reliable AI systems. Our team of over 200 passionate professionals spans continents, and we are driven by a single purpose: to make AI understand and serve people better.

We believe that the most powerful AI is built on real human interactions. That’s why we invest heavily in training, evaluation, and continuous improvement of AI models using authentic customer support scenarios. If you are excited about the intersection of technology and human service, and you want to help shape the future of AI, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your day‑to‑day tasks will directly influence the quality of AI responses that millions of users rely on.
• Remote Flexibility: Work from anywhere in the United States with flexible hours that fit your lifestyle.
• Growth Opportunities: As brighthush expands, you’ll have the chance to move into senior evaluation roles, product strategy, or even leadership positions.
• Learning Culture: We provide access to industry‑leading training, conferences, and internal knowledge bases to keep you at the cutting edge.
• Competitive Compensation: We offer a market‑competitive base salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As a Remote Customer Support Representative – AI Training & Evaluation Specialist, you will be the bridge between human expertise and machine learning. Your responsibilities will include:

• Evaluate AI Chatbot Responses: Review AI‑generated support replies for accuracy, brand voice consistency, and “helpfulness” scores. Provide detailed feedback to the engineering team.
• Simulate Customer Interactions: Craft realistic support tickets and dialogue flows that test how AI handles edge cases, angry customers, or complex inquiries. This includes creating scenarios that push the limits of the model.
• Refine Knowledge Bases: Audit AI‑generated FAQ articles and macros to ensure they are easy for customers to follow and technically correct. Update internal documentation as needed.
• Sentiment Labeling: Annotate model responses to identify whether the tone is appropriately empathetic, professional, or overly robotic. Use sentiment tags to guide future training cycles.
• Quality Assurance: Compare AI outputs against standard Support QA rubrics to ensure they meet professional service standards. Flag inconsistencies and recommend improvements.
• Collaborate Across Teams: Work closely with product managers, data scientists, and engineering to iterate on AI models and knowledge bases.
• Continuous Learning: Stay updated on the latest AI developments, customer service best practices, and industry trends to keep your evaluations relevant.

Essential Qualifications

• Minimum 2–3 years of experience in a high‑volume customer support, technical support, or client success role.
• Exceptional written English skills with the ability to adjust tone, empathy, and clarity based on different customer personas.
• Proven ability to de‑escalate complex situations and provide step‑by‑step troubleshooting for technical or billing issues.
• High typing speed (≥ 70 WPM) and the ability to navigate multiple information sources quickly to find accurate answers.
• A “sharp eye” for identifying subtle errors in logic, tone, or factual accuracy in support responses.
• Proficiency with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
• Expert use of Slack, Microsoft Teams, and email ticketing systems.
• Familiarity with Confluence, Notion, or Guru for internal knowledge management.
• Must have a PayPal account to receive payment from our clients.
• Multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality.

Preferred Qualifications

• Experience working in AI or machine learning environments.
• Background in data annotation, labeling, or quality assurance for NLP models.
• Knowledge of AI ethics, bias mitigation, and responsible AI practices.
• Experience with agile development cycles and sprint planning.
• Strong analytical skills and comfort with data visualization tools (e.g., Tableau, Power BI).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong communication skills, both written and verbal, across multiple channels.
• Analytical thinking and problem‑solving abilities.
• Adaptability and resilience in a fast‑moving, data‑driven environment.
• Team player who thrives in cross‑functional collaboration.
• Self‑motivated and able to manage time effectively in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As you master AI evaluation, you can progress to:

• Senior AI Evaluator: Lead evaluation projects, mentor junior staff, and influence AI strategy.
• Product Manager – AI Services: Shape the roadmap for AI‑powered customer support solutions.
• Data Science Lead: Transition into data science roles, focusing on model improvement and analytics.
• Leadership Roles: Move into team lead or manager positions within the AI training and support division.

We also offer continuous learning through internal workshops, external conferences, and access to industry publications. Your growth is our priority.

Work Environment & Culture

brighthush fosters a culture of inclusivity, curiosity, and innovation. Our remote teams collaborate through:

• Weekly stand‑ups and sprint reviews.
• Open‑door communication channels on Slack and Teams.
• Regular knowledge‑sharing sessions and lunch‑and‑learn events.
• Annual virtual retreats and team‑building activities.

We celebrate diversity, encourage experimentation, and reward results. Your voice matters, and you’ll have the freedom to propose new ideas that shape our AI ecosystem.

Compensation & Benefits

• Competitive Base Salary: Market‑aligned pay based on experience and role responsibilities.
• Performance Bonuses: Quarterly bonuses tied to quality metrics and project milestones.
• Health & Wellness: Comprehensive health, dental, and vision plans (for eligible employees).
• Retirement Plans: 401(k) with company match (where applicable).
• Paid Time Off: Generous PTO, sick leave, and flexible holidays.
• Remote Work Perks: Home office stipend, high‑speed internet reimbursement, and ergonomic equipment support.
• Professional Development: Budget for courses, certifications, and conference attendance.
• Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer shout‑outs.

How to Apply

If you are ready to make a tangible impact on AI quality and customer experience, we’d love to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush’s AI training team.

Click the link below to apply and join a forward‑thinking, data‑driven organization that values your expertise and creativity.