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 contractors to help shape how advanced AI systems understand real-world work, and creating an OpenTrain account is free.

About AI Training Work

AI training is the human side of building artificial intelligence. Experts create examples, write model prompts, and evaluate responses so AI systems can learn to reason more accurately and behave reliably in practical situations.

This role is part of a fast-growing, fully remote field. Flexible AI training work can help you apply your existing professional expertise to cutting-edge technology while building experience in a developing industry.

The Role

OpenTrain AI 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 translate customer support judgment into structured scenarios involving tickets, account configurations, runbooks, routing decisions, resolution paths, and escalation criteria.

This entry-level contract opportunity requires hands-on support knowledge and strong task-design skills. You will work worldwide, in English, for 20 or more hours per week as a part-time contractor. Compensation ranges from $20 to $50 per hour.

What You’ll Do

You will design realistic support environments and verify that each task has a clear, objectively assessable solution. Your work will help determine whether an AI agent can reason through complex support situations rather than simply provide general customer service responses.

• Author prompts covering customer issue triage, account configuration checks, runbook research, and fix-versus-escalation decisions.
• Write scoring rubrics with verifiable criteria for routing decisions, resolution paths, and escalation requirements.
• Build task environments containing ticket queues, account records, runbooks, and system states.
• Solve each task to confirm that the scenario is realistic, the intended answer is clear, and the rubric captures the necessary reasoning.
• Adjust ticket ambiguity, configuration complexity, and runbook depth to calibrate task difficulty.
• Review and correct AI-drafted prompts and rubrics when provided.

Required Skills and Experience

You should have practical experience in technical support engineering, product support, or customer success engineering. You must be comfortable diagnosing product failure modes, reasoning through ambiguous support cases, and explaining why a case should be fixed, routed, or escalated.

Strong written communication is essential. Your prompts and rubrics must be precise enough for different reviewers to evaluate consistently.

• Hands-on experience in technical support engineering, product support, or customer success engineering.
• Ability to diagnose product failure modes and select appropriate fix-versus-escalation paths.
• Familiarity with ticketing systems, account configurations, runbooks, and internal knowledge bases.
• Ability to define objective, verifiable criteria for routing and resolution decisions.
• Strong written English for creating clear task prompts and scoring rubrics.

Helpful Background

Experience supporting enterprise or industrial software products is useful. Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases can also help you create realistic and appropriately challenging support scenarios.

• Experience with complex account configurations.
• Familiarity with operational support workflows.
• Experience creating or maintaining runbooks, escalation playbooks, or internal knowledge bases.

Why Work With OpenTrain

OpenTrain helps people start and grow careers in AI training and data labeling by connecting their skills to meaningful projects across the industry. By contributing your support expertise, you can help shape how AI agents handle realistic enterprise work while building a durable professional portfolio.

• Work remotely from anywhere in the world.
• Choose flexible, part-time work around your schedule.
• Apply your existing support expertise to cutting-edge AI development.
• Build credible experience in AI task authoring and evaluation.