Customer Support Task Author

Job Summary

To support the development of AI training datasets, the freelance Customer Support Task Author will remotely design and calibrate realistic support triage tasks, focusing on ticket reading, account configuration, and decision-making under ambiguity, with a commitment of 10-40 hours per week.

Key Responsibilities

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

Required Qualifications

• Experienced support engineer, technical support specialist, or customer success engineer 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 resolution or escalation decisions
• Strong written communication skills for precise task and rubric creation