Customer Support AI Task Author

About OpenTrain

OpenTrain is the #1 platform for finding and building careers in AI training and data labeling. OpenTrain AI hires and contracts contributors for projects that help shape how advanced AI systems understand, reason about, and respond to real-world situations.

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About AI Training Work

AI training is the human side of building artificial intelligence. Contributors create examples, evaluate model responses, and define the standards that help AI systems become more accurate and useful.

In this role, your customer support judgment will help train and evaluate AI agents on realistic tickets, account situations, runbooks, routing decisions, and escalation paths. The work is remote and can provide flexible, part-time access to a fast-growing technology field.

The Role

OpenTrain is recruiting a Customer Support AI Task Author to create and calibrate realistic enterprise support scenarios for advanced AI agents. You will translate real support judgment calls into structured tasks involving customer tickets, account configuration, runbook research, and decisions about whether an issue should be fixed or escalated.

This is a fully remote contractor role for support professionals in Toronto and across Canada. The engagement is part time, with a flexible commitment of 10 to 40 hours per week and an expected availability of 20 or more hours per week. Pay ranges from $20 to $50 USD per hour.

• Contractor and part-time engagement
• Fully remote across Canada, including Toronto
• English-language work
• $20 to $50 USD per hour
• Flexible commitment of 10 to 40 hours per week
• Expected availability of 20 or more hours per week

What You'll Do

You will design support tasks that are realistic, solvable, and consistently evaluable. Each scenario should capture the ambiguity and operational reasoning that experienced support professionals use in day-to-day work.

• Author prompts covering customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics defining objectively verifiable routing decisions, resolution paths, and escalation criteria.
• Build task environments using ticket queues, account records, runbooks, and system states that represent genuine support situations.
• Solve each task yourself to confirm that the scenario is realistic, the expected answer is clear, and the rubric captures the relevant reasoning.
• Adjust ticket ambiguity, account complexity, and runbook depth to calibrate task difficulty for AI agents.
• Review and correct AI-drafted prompts and rubrics when provided.

Required Skills

This role requires hands-on product support experience and the ability to turn nuanced support decisions into clear, defensible evaluation criteria. You should be comfortable explaining not only what action is correct, but why the routing or escalation decision is justified.

• Support engineering or customer success experience with hands-on product support.
• Strong understanding of product failure modes, escalation paths, ticketing systems, internal knowledge bases, and runbooks.
• Ability to diagnose ambiguous enterprise support scenarios and choose between fixing and escalating.
• Ability to define precise, objectively verifiable scoring rubrics and resolution criteria.
• Clear written communication and the ability to explain support routing decisions and underlying reasoning.
• Ability to produce tasks and rubrics that can be evaluated consistently.

Helpful Background

Experience supporting enterprise or industrial software products is useful. Experience writing or maintaining runbooks, escalation playbooks, or internal knowledge bases is also helpful.

• Enterprise software support experience
• Industrial software support experience
• Runbook or escalation playbook writing
• Internal knowledge base maintenance

Why Build Your AI Training Career With OpenTrain

Modern AI systems learn from examples prepared and reviewed by people. By authoring support scenarios and evaluating AI reasoning, you will contribute directly to how AI agents handle practical customer and product issues.

OpenTrain helps contributors build a durable AI training portfolio around their expertise. A stronger profile can help you show credible experience, discover projects that match your skills, and grow into a long-term career in AI training and data labeling.

• Work remotely with a flexible schedule.
• Apply your existing professional support judgment to cutting-edge AI work.
• Build a visible portfolio of AI training experience.
• Create a free OpenTrain account and apply in minutes.