Customer Support AI Task Author

About OpenTrain

OpenTrain AI is the hiring and contracting organization for this role. OpenTrain helps people discover and build careers in AI training and data labeling, with opportunities that let contributors develop a lasting professional portfolio in a fast-growing technology field.

As a contractor, you will help translate expert customer support judgment into structured training and evaluation tasks for advanced AI systems.

About AI Training Work

AI training is the human side of building artificial intelligence. People create examples, write prompts, and evaluate model responses so AI systems can reason more accurately and behave reliably in real-world situations.

This role focuses on text-based task authoring and evaluation. Your support expertise will help define what good triage, routing, resolution, and escalation decisions look like when information is incomplete or ambiguous.

The Role

OpenTrain is seeking a Customer Support AI Task Author to create and calibrate expert tasks based on real enterprise support work. You will turn practical support judgment into structured scenarios involving customer tickets, account configuration, runbook research, routing decisions, resolution paths, and escalation criteria.

This is a UK-based, part-time contractor opportunity listed at an entry level, although hands-on enterprise product support or customer success engineering experience is required.

• Location: United Kingdom
• Language: English
• Workload: 20+ hours per week
• Engagement: Part-time contractor
• Pay: $20–$50 per hour

What You’ll Do

You will design realistic support tasks and verify that each one produces clear, defensible outcomes. The work combines scenario writing, environment design, rubric development, and review of AI-generated task materials when provided.

• Author support prompts covering issue triage, account checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics that make correct routing, resolution, and escalation outcomes objectively verifiable.
• Build task environments containing ticket queues, account records, runbooks, and system states that reflect genuine support situations.
• Solve each task to validate its realism, answer clarity, and reasoning criteria.
• Adjust ambiguity, configuration complexity, and runbook depth to calibrate task difficulty.
• Review and correct AI-drafted prompts and rubrics when provided.

Requirements

You should be comfortable making and explaining support decisions in complex or incomplete situations. Strong written communication is essential because both the tasks and their evaluation criteria must be precise and consistently interpretable.

• Hands-on experience as a support engineer, technical support specialist, or customer success engineer.
• Experience with enterprise product support or customer success engineering.
• Judgment across ambiguous ticket triage, account configuration, and fix-versus-escalation decisions.
• Understanding of product failure modes, escalation paths, ticketing systems, internal knowledge bases, and runbooks.
• Ability to reason through ambiguous support scenarios and explain routing decisions.
• Ability to create objectively defensible resolution and escalation criteria.
• Strong written communication for precise prompts and scoring rubrics.

Helpful Background

The following experience is useful for creating realistic, appropriately challenging support tasks, but is not stated as a required qualification.

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

Why Work With OpenTrain

AI training and data-labeling work is a flexible way to contribute to cutting-edge technology from anywhere with a computer or phone and an internet connection. OpenTrain gives contributors a place to build a credible profile, discover work that matches their expertise, and develop an AI training portfolio over time.

Your customer support knowledge can directly shape how advanced AI agents understand tickets, investigate account issues, follow operational guidance, and determine when escalation is appropriate.