Customer Support Specialist

Pulse Media; Remote; AED 165,000 - 239,000; Full time

Job summary

A leading AI organization is seeking experienced Customer Support Specialists to join a fully remote team. Ideal candidates will have over 3 years of experience in customer support or case management, with strong analytical skills and a solid understanding of compliance-driven environments. This role offers flexible scheduling and involves reviewing and interpreting complex case documentation to ensure quality and accuracy in decision-making, enhancing organizational response to sensitive customer inquiries.

Qualifications

• 3+ years of experience in customer support, case management, or policy-driven environments.
• Ability to work within compliance-sensitive and regulated frameworks.
• Proven track record of high-accuracy decision-making.

Responsibilities

• Review and interpret case notes and customer inquiries.
• Apply policies to drive accurate case outcomes.
• Identify inconsistencies and escalate as necessary.

Skills

Customer support experience

Attention to detail

Analytical skills

Written communication skills

Compliance knowledge

Education

Background in education, law, social services, or regulatory operations

Job description

Overview

One of our clients is partnering with a leading AI organization to improve how advanced artificial intelligence systems process, evaluate, and resolve complex, policy-driven cases in regulated environments. We are seeking experienced Customer Support Specialists, Case Managers, and Operations Support professionals to help model, review, and validate workflows involving policy interpretation, structured data analysis, and end-to-end case resolution.

This role is ideal for professionals with experience handling sensitive customer inquiries, compliance-focused workflows, and high-accuracy decision-making in environments such as trust & safety, content moderation, education services, legal support, or public sector operations.

Responsibilities

• Review, analyze, and interpret structured case notes, customer inquiries, and supporting documentation
• Apply established policies, regulatory guidelines, and procedural frameworks to drive accurate case outcomes
• Simulate real-world customer support and case resolution workflows, including standard, complex, and edge-case scenarios
• Identify inconsistencies, policy conflicts, ambiguous cases, or out-of-scope requests and escalate as needed
• Ensure all responses meet quality standards for accuracy, tone, compliance, and documentation
• Collaborate within remote, cross-functional teams supporting AI training, evaluation, and quality assurance initiatives

Required Qualifications

• 3+ years of experience in customer support, case management, operations, trust & safety, or policy-driven environments
• Excellent written communication skills with strong attention to detail and consistency
• Proven ability to work within compliance-sensitive, regulated, or policy-based frameworks
• Strong analytical skills with the ability to synthesize documentation into clear, actionable decisions
• Background in education, law, social services, public administration, or regulatory operations is preferred

Contract & Payment Terms

• Independent contractor engagement
• Fully remote role with flexible scheduling and global collaboration
• Project duration may vary based on performance, quality metrics, and client needs
• Weekly payments via Stripe or Wise
• No access to confidential or proprietary data from prior employers is required
• H-1B and STEM OPT sponsorship are not available

Application Process

• Submit your resume
• Complete a brief questionnaire outlining your experience with case-based workflows, policy interpretation, and compliance-driven decision-making