Customer Support 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 discover projects, build a professional profile, and grow in a fast-moving technology field.

Creating an OpenTrain account is free, and applicants can apply in minutes. Through this contract, you will contribute directly to the development of advanced AI systems while building experience in AI training and evaluation.

About AI Training Work

AI training is the human side of building artificial intelligence. People create examples, write prompts, and evaluate model responses so AI systems can learn to produce more accurate and useful results.

In this role, your customer support expertise will help teach AI agents how to interpret ambiguous issues, inspect relevant information, follow runbooks, and choose appropriate resolutions or escalation paths.

The Role

OpenTrain AI is recruiting a Customer Support Task Author to design and calibrate realistic support triage tasks for training advanced AI agents. You will create prompts, rubrics, and task environments that test the judgment calls experienced support professionals make in real-world situations.

This is a fully remote, flexible contract role for candidates based in Sydney and across Australia. The hourly rate is $20-$50 USD.

• Employment type: Contractor, part time
• Location: Australia, including Sydney
• Schedule: Fully remote and flexible
• Commitment: 10 to 40 hours per week; the listed time requirement is 20+ hours per week
• Language: English

What You'll Do

You will turn authentic customer support judgment into structured AI training tasks. Each scenario should be realistic, clearly solvable, and supported by objective evaluation criteria.

• Author support task prompts covering issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics that define correct routing decisions, resolution paths, 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 verify that the scenario is realistic and the correct answer is clear.
• Calibrate task difficulty by adjusting ticket ambiguity, account configuration complexity, or runbook depth.
• Review and correct AI-drafted task prompts or rubrics when provided.

Required Experience and Skills

This role is suited to a support engineer, technical support specialist, customer success engineer, or customer success professional with hands-on product support experience. Although the source listing identifies the experience level as entry level, the stated requirements call for practical support expertise and familiarity with enterprise software.

• Experience designing customer support triage or escalation workflows.
• Deep familiarity with product failure modes, escalation paths, and support tooling.
• Proficiency with ticketing systems, internal knowledge bases, and runbooks.
• Ability to reason through ambiguous support scenarios and explain why a routing decision is correct.
• Ability to define precise, verifiable, objectively defensible scoring criteria.
• Strong written communication for authoring clear AI training tasks and rubrics.

Helpful Background

• Experience supporting enterprise or industrial software products.
• Experience writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.
• Background as a support engineer or customer success professional working with enterprise software.

Why This Work Matters

Support task authors help shape how AI agents behave in practical, high-consequence workflows. By translating real support knowledge into prompts and evaluation standards, you contribute to systems that can make more reliable decisions under ambiguity.

AI training work is remote and flexible, making it possible to contribute around other professional or personal commitments while developing experience in a rapidly growing area of technology.