Customer Support AI Task Author

About OpenTrain

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

As an OpenTrain contractor, you can develop a durable portfolio around specialized expertise such as enterprise customer support. Creating an OpenTrain account is free.

• Contractor and part-time opportunity
• Open to candidates located in the Philippines
• Work in English

About AI Training Work

AI training is the human side of building artificial intelligence. People create examples, assess model responses, and define what accurate reasoning looks like so advanced systems can perform useful work more reliably.

This role applies that process to customer support. Your judgment about triage, resolution, routing, and escalation will help produce structured training data for AI agents handling realistic enterprise support situations.

• Contribute to cutting-edge AI development
• Use your professional expertise to evaluate and improve model behavior
• Build experience in a fast-growing field with flexible project work

The Customer Support AI Task Author Role

OpenTrain is seeking a Customer Support AI Task Author to create expert tasks that train and evaluate advanced AI agents on realistic enterprise support work. You will turn support judgment calls into structured training data by designing triage scenarios, defining objective correctness criteria, and calibrating task difficulty.

The work focuses on the reasoning behind support routing, resolution, and escalation decisions rather than generic customer service. This is an entry-level AI training opportunity for candidates who bring hands-on product support experience.

• Pay: $20 to $50 per hour
• Time requirement: 20+ hours per week
• Engagement: Part-time contractor
• Location: Philippines
• Subject matter: Enterprise customer support task triage

What You'll Do

You will create complete, realistic tasks that test how an AI agent reasons through common and ambiguous support situations. Each scenario should include enough operational context for the expected decision to be evaluated objectively.

You will solve each task yourself to confirm that the scenario is realistic, the answer is clear, and the rubric captures the necessary reasoning. When AI-drafted prompts or rubrics are provided, you will review and improve them.

• Author prompts covering customer issue triage and account configuration checks
• Create tasks involving runbook lookup and fix-versus-escalation decisions
• Write scoring rubrics for routing decisions, resolution paths, and escalation criteria
• Build scenarios using ticket queues, account records, runbooks, and system states
• Validate that each scenario has a clear answer and defensible evaluation criteria
• Adjust ticket ambiguity, account complexity, and runbook depth to calibrate difficulty
• Review AI-drafted prompts and rubrics when provided

Requirements

You should have hands-on experience as a support engineer, technical support specialist, or customer success engineer. You will need to understand how product failure modes, ticketing systems, internal knowledge bases, runbooks, and escalation paths shape support decisions.

Strong written communication is important. You must be able to reason through ambiguous support scenarios, explain why a routing decision is correct, and define precise, objectively verifiable criteria for judging an AI response.

• Hands-on product support experience
• Familiarity with ticketing systems, runbooks, and escalation paths
• Ability to reason through ambiguous fix-versus-escalation decisions
• Ability to write precise and objectively verifiable scoring rubrics
• Clear written communication about support judgments
• English fluency for task authoring and evaluation

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 authorship
• Maintaining internal knowledge bases

Build Your AI Training Career With OpenTrain

AI training and data-labeling work can be a flexible way to apply professional knowledge to technology. OpenTrain helps contributors find projects that match their skills, build a profile, and develop a credible portfolio of work shaping how AI systems behave.

Apply through OpenTrain to put your customer support expertise to work on advanced AI task creation and evaluation.

• Work remotely with a computer and internet connection
• Choose flexible work that can fit around other commitments
• Build a portfolio around specialized customer support expertise
• Create an OpenTrain account for free