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 people create profiles, discover projects, and grow in a fast-moving technology field.

• Remote contract work
• Part-time schedule of 20+ hours per week
• Available to candidates located in India
• Work conducted in English

About AI Training Work

AI training is the human side of building artificial intelligence. Contributors create examples, write prompts, and evaluate model responses so advanced systems can make better decisions in realistic situations.

In this role, your customer-support expertise will help shape how AI agents triage issues, interpret account information, use operational documentation, and decide whether to resolve or escalate a case.

• Contribute to cutting-edge AI development
• Use professional judgment to define high-quality model evaluations
• Build experience in a growing AI training and data-labeling industry

The Customer Support AI Task Author Role

OpenTrain is seeking a Customer Support AI Task Author to create and calibrate expert tasks for training and evaluating advanced AI agents on enterprise support work. This contract opportunity is designed for support engineers, technical support specialists, and customer success engineers who can turn complex support decisions into clear, structured training tasks.

The role is categorized as entry level, while the work itself requires hands-on product support experience and the ability to make and explain sound operational judgments.

• Payment range: $20–$50 per hour
• Contractor and part-time engagement
• 20+ hours per week
• Remote work from India

What You'll Do

You will design realistic support scenarios, define how they should be assessed, and verify that each task produces a clear and defensible outcome. You may also review and correct AI-drafted prompts or rubrics.

• Author task prompts covering customer issue triage and account configuration checks
• Create scenarios involving runbook searches and fix-versus-escalation decisions
• Write scoring rubrics for objectively verifiable routing decisions and resolution paths
• Define clear escalation criteria for support outcomes
• Build task environments using ticket queues, account records, runbooks, and system states
• Solve each task to confirm the scenario is realistic and the expected answer is clear
• Calibrate difficulty by adjusting ticket ambiguity, account configuration complexity, and runbook depth
• Review and correct AI-drafted prompts or scoring rubrics when needed

Required Skills and Experience

You should have hands-on product support experience and be comfortable diagnosing complex or ambiguous customer-support cases. Strong written communication is essential because every task and rubric must be clear enough to evaluate consistently.

• Experience as a support engineer, technical support specialist, or customer success engineer
• Ability to diagnose product failure modes and choose appropriate escalation paths
• Experience with ticketing systems, internal knowledge bases, or operational runbooks
• Ability to reason through ambiguous support cases
• Ability to justify fix-versus-escalation decisions
• Skill in writing precise, objectively verifiable scoring criteria for support outcomes

Helpful Background

Experience supporting enterprise or industrial software products is helpful. Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases is also relevant to this work.

• Enterprise software support
• Industrial software support
• Runbook creation or maintenance
• Escalation playbook development
• Internal knowledge-base management

Why Work With OpenTrain

AI training and data-labeling work offers a flexible way to apply professional expertise to the systems shaping modern technology. OpenTrain helps contributors build a profile and develop a credible portfolio of AI training experience over time.

Creating an OpenTrain account is free, and the platform is built to help people discover opportunities that match their skills and grow their careers in AI training.

• Apply your customer-support judgment to advanced AI systems
• Work remotely with a flexible part-time schedule
• Build a portfolio of specialized AI training experience
• Find opportunities aligned with your professional background