Customer Support Task Author (AI Training)

About OpenTrain

OpenTrain AI is the #1 platform for finding and building careers in AI training and data labeling. We help people discover projects, build a professional profile, and apply for opportunities that shape how modern AI systems work.

About AI Training Work

AI training is the human side of building artificial intelligence. Experts create realistic examples, write evaluation criteria, and review model behavior so AI agents can make more accurate and useful decisions. This fast-growing field offers remote, flexible work directly connected to cutting-edge technology.

The Role

OpenTrain AI is seeking an expert Customer Support Task Author to design and calibrate realistic enterprise support triage tasks for training and evaluating advanced AI agents. You will create scenarios that mirror genuine support operations, including ticketing queues, account records, runbooks, and system states.

This is a fully remote, flexible contract opportunity for experienced support professionals located in Brazil. The role requires a commitment of 20 or more hours per week and involves precise written work in English.

• Employment type: Part-time contractor
• Location: Brazil
• Language: English
• Experience level: Expert
• Time requirement: 20+ hours per week
• Pay: $20–$50 per hour

What You'll Do

You will turn your practical support knowledge into challenging, objectively assessable tasks. Each assignment should reflect the ambiguity and decision-making involved in real enterprise support environments while making the correct reasoning verifiable.

• Author task prompts covering customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics that define correct routing decisions and escalation criteria in objectively checkable terms.
• Set up task environments with ticket queues, account records, runbooks, and system states that replicate genuine support scenarios.
• Solve each task yourself to confirm that it is realistic, the correct answer is clear, and the rubric captures the appropriate reasoning.
• Calibrate task difficulty by adjusting ticket ambiguity, account configuration complexity, or runbook depth.
• Review and correct AI-drafted task prompts or rubrics when provided.

Requirements

This role is designed for experienced support professionals who understand how products fail, how support teams investigate issues, and how escalation decisions are made. You should be comfortable converting that expertise into clear task instructions and evaluation standards.

• Proven experience as a support engineer, technical support specialist, or customer success engineer with hands-on product support.
• Deep familiarity with product failure modes, escalation paths, ticketing systems, and internal knowledge bases.
• Ability to reason through ambiguous support scenarios and explain why a given routing decision is correct.
• Comfort defining verifiable correctness criteria rather than subjective customer service assessments.
• Strong written communication skills for producing precise tasks and rubrics.
• Experience or familiarity with ticketing systems, runbooks, and escalation playbooks.

Helpful Background

• Experience supporting enterprise or industrial software products.
• Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.

Why Join OpenTrain

Your support expertise can help determine how AI agents respond to real-world enterprise problems. OpenTrain offers flexible, remote contract work that fits around your schedule while giving you a direct role in developing more capable AI systems.

• Work fully remotely with a flexible schedule.
• Enjoy freelance autonomy and meaningful task-based projects.
• Apply your support judgment to realistic AI training and evaluation work.
• Potentially continue onto ongoing projects and contract extensions.