Customer Support Task Author – AI Training

About OpenTrain

OpenTrain AI is recruiting a Customer Support Task Author to help shape how AI systems handle real-world support situations. OpenTrain is the #1 platform for finding and building careers in AI training and data labeling, where contributors can discover projects, build a profile, and apply for work. Creating an account is free.

About AI Training Work

AI training is the human side of building artificial intelligence. Experts create realistic examples and evaluate model behavior so AI systems can learn to reason, communicate, and make better decisions. This role focuses on designing and rating text-based customer support scenarios for AI agents.

• Remote work available worldwide
• Flexible contract and part-time opportunity
• Work in English
• 20+ hours per week

The Role

As a Customer Support Task Author, you will design and calibrate realistic support triage tasks based on enterprise customer support scenarios. You will translate hands-on support expertise into precise task prompts, realistic system environments, and scoring criteria that make routing and resolution decisions objectively checkable.

The listed experience level is entry level, while the role requires hands-on product support experience and strong familiarity with support operations. Compensation is $20–$50 per hour, depending on the applicable rate for the work.

• Employment type: Contractor and part time
• Pay: $20–$50 per hour
• Subject matter: Customer support triage and escalation task design
• Data type: Text
• Task type: Evaluation and rating

What You’ll Do

You will build support tasks that test whether an AI agent can interpret customer issues, inspect relevant information, follow documentation, and choose an appropriate resolution or escalation path. Each task should reflect realistic support complexity while having a clear, defensible evaluation standard.

• Author prompts covering ticket triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics defining correct routing, 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 confirm realism, answer clarity, and rubric accuracy.
• Calibrate difficulty by adjusting ticket ambiguity, configuration complexity, or runbook depth.
• Review and correct AI-drafted task prompts or rubrics when provided.

Requirements

This role is suited to support professionals who can reason through ambiguous customer issues and express their judgment in clear, verifiable language. You should be comfortable turning operational knowledge into structured training and evaluation content.

• Hands-on experience as a support engineer, technical support specialist, or customer success engineer.
• Deep familiarity with product failure modes, escalation paths, and support tooling such as ticketing systems, knowledge bases, and runbooks.
• Ability to design realistic triage scenarios involving ticket queues, account records, and runbooks.
• Ability to reason through ambiguous support scenarios and articulate objectively defensible routing decisions.
• Skill in writing verifiable rubrics for routing decisions and escalation criteria.
• Strong written communication and the ability to author precise prompts and rubrics requiring no interpretation.

Helpful Background

Experience with enterprise or industrial software products is helpful. Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases can also be valuable for creating authentic task environments and evaluation standards.

• Enterprise software support experience
• Industrial software support experience
• Runbook or escalation playbook writing
• Internal knowledge base maintenance

Work With OpenTrain

OpenTrain AI is committed to creating an inclusive environment and is an equal opportunity platform. Through OpenTrain, contributors can build experience in a fast-growing field where human judgment directly helps shape the behavior of modern AI systems.

• Create a free OpenTrain account.
• Build a profile highlighting your support experience.
• Apply for AI training projects that match your skills and availability.