Customer Support Specialist

Pulse Media; Remote; AED 120,000 - 200,000; Full time

Job summary

A leading AI organization in the UAE is seeking experienced Customer Support Specialists to handle complex customer inquiries and ensure compliance with established policies. This fully remote role offers flexibility in scheduling and requires a strong background in customer support or case management. Ideal candidates should have excellent communication skills, analytical abilities, and a commitment to quality in decision-making. Individuals with experience in education, law, or public sector operations are preferred.

Qualifications

• 3+ years of experience in customer support, case management, or policy-driven environments.
• Excellent written communication skills with strong attention to detail.
• Proven ability to work within compliance-sensitive frameworks.

Responsibilities

• Review, analyze, and interpret structured case notes and customer inquiries.
• Apply established policies and regulatory guidelines to drive accurate case outcomes.
• Collaborate with remote cross-functional teams supporting AI training and quality assurance.

Skills

Customer support

Case management

Operations support

Analytical skills

Written communication

Education

Background in education, law, social services, public administration, 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