[Remote] Customer Support Reps - AI Training - San Francisco, US

Note: The job is a remote job and is open to candidates in USA. Prolific is building a global pool of quality human data for AI developers, researchers, and organizations. The company is seeking Customer Support Representatives to join its Expert Network and train and evaluate AI models by reviewing chatbot responses, simulating customer interactions, refining knowledge bases, labeling sentiment, and performing quality assurance.

Responsibilities

• Evaluate AI Chatbot Responses: review AI-generated support replies for accuracy, brand voice consistency, and "helpfulness" scores
• Simulate Customer Interactions: create realistic support tickets and dialogue flows to test how AI handles edge cases, angry customers, or complex inquiries
• Refine Knowledge Bases: audit AI-generated FAQ articles and macros to ensure they are easy for customers to follow and technically correct
• Sentiment Labeling: annotate model responses to identify if the tone is appropriately empathetic, professional, or overly robotic
• Quality Assurance: compare AI outputs against standard Support QA rubrics to ensure they meet professional service standards

Skills

• * Professional Experience: years of experience in a high-volume customer support, technical support, or client success role
• * Communication Excellence: exceptional written English skills with the ability to adjust tone, empathy, and clarity based on different customer personas
• * Problem-Solving Skills: proven ability to de-escalate complex situations and provide step-by-step troubleshooting for technical or billing issues
• * Efficiency: high typing speed and the ability to navigate multiple information sources quickly to find accurate answers
• * Attention to Detail: a "sharp eye" for identifying subtle errors in logic, tone, or factual accuracy in support responses
• * A PayPal account to receive payment from our clients
• * CRM & Helpdesk Tools: proficiency with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk
• * Communication: expert use of Slack, Microsoft Teams, and email ticketing systems
• * Documentation: familiarity with Confluence, Notion, or Guru for internal knowledge management
• * Language Proficiency: multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality

Benefits

• Paid tasks that require one hour of uninterrupted work, though many are shorter.
• Flexible hours
• The ability to work from home

Company Overview

Company H1B Sponsorship