Customer Support AI Task Author

About OpenTrain

OpenTrain AI is the hiring and contracting organization for this role. OpenTrain is the #1 platform for finding and building careers in AI training and data labeling, helping contributors discover projects, build a professional profile, and apply in minutes.

• Create a free OpenTrain account to apply and build your AI training portfolio.
• Work on cutting-edge projects that help shape how advanced AI systems perform.

About AI Training Work

AI training is the human side of building artificial intelligence. Contributors turn real-world expertise into examples, prompts, evaluations, and feedback that help AI models produce more accurate and useful results.

This work is remote and can offer flexible part-time opportunities. In this role, your customer support judgment will help train and evaluate AI agents on realistic enterprise support workflows.

• Translate professional support decisions into structured training examples.
• Help define what accurate, safe, and effective AI-generated support work looks like.
• Use your domain expertise to improve the quality of advanced AI systems.

The Role

OpenTrain AI is recruiting a Customer Support AI Task Author to create and calibrate training tasks for advanced AI agents. You will design realistic enterprise support scenarios involving customer tickets, account configuration, runbooks, system states, resolution paths, and escalation decisions.

The role combines hands-on support knowledge with task design, rubric writing, and evaluation of AI-generated work. It is listed as entry level, but requires practical experience in support engineering, technical support, or customer success engineering.

• Role: Customer Support AI Task Author
• Subject matter: Enterprise customer support triage tasks
• Work type: Part-time contractor
• Time requirement: 20+ hours per week
• Pay: $20-$50 per hour
• Location: United States
• Working language: English

What You'll Do

You will create complete task environments and verify that each scenario is realistic, solvable, and objectively gradable. You will also calibrate difficulty and improve task quality by reviewing both human-authored and AI-generated materials.

• Author realistic prompts for customer issue triage and account checks.
• Create scenarios requiring runbook lookup and decisions about resolution or escalation.
• Write scoring rubrics that define routing decisions, resolution paths, and escalation criteria in objectively checkable terms.
• Build task environments containing ticket queues, account records, runbooks, and relevant system states.
• Solve each task to confirm that the scenario is realistic and the expected answer is clear.
• Adjust ticket ambiguity, account complexity, and runbook depth to calibrate task difficulty.
• Review and correct AI-generated task prompts and rubrics.

Requirements

You should bring hands-on experience supporting products and the ability to reason through ambiguous customer issues. Strong written communication is essential because the work depends on precise scenarios, rubrics, and correctness criteria.

• Hands-on experience as a support engineer, technical support specialist, or customer success engineer.
• Understanding of product failure modes, escalation paths, ticketing systems, internal knowledge bases, and runbooks.
• Ability to triage ambiguous customer issues and choose between resolution and escalation.
• Ability to define precise, objectively verifiable routing and resolution criteria.
• Ability to defend routing decisions and explain the reasoning behind them.
• Precision in written task and rubric design.
• Clear written communication in English.

Helpful Background

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

• Enterprise software support experience.
• Industrial software support experience.
• Runbook or escalation playbook writing and maintenance.
• Maintaining internal knowledge bases.

How to Apply Through OpenTrain

Create a free OpenTrain account, build your profile around your customer support expertise, and apply for this opportunity in minutes. Your profile can help you present credible experience as you develop a longer-term career in AI training and data labeling.

• Confirm that you are based in the United States and can work in English.
• Highlight your enterprise support, triage, ticketing, runbook, and escalation experience.
• Apply for the Customer Support AI Task Author contract through OpenTrain.