Customer Support Task Author

Job Summary

To shape AI's handling of enterprise support tasks, the part-time hourly Customer Support Task Author will design and calibrate realistic support scenarios, including triage tasks and escalation decisions, in a fully remote freelance role.

Key Responsibilities

• Author realistic support task prompts for customer issue triage and escalation decisions
• Write scoring rubrics that define correct routing decisions and resolution paths
• Calibrate task difficulty by adjusting ticket ambiguity and account configuration complexity

Required Qualifications

• Experienced support engineer or customer success professional with hands-on product support experience
• Deep familiarity with product failure modes, escalation paths, and support tooling
• Ability to reason through ambiguous support scenarios and articulate correct routing decisions
• Comfortable defining verifiable correctness criteria for support resolutions
• Strong written communication skills for precise task and rubric creation