Customer Support Task Author

OpenTrain AI; Australia; Hybrid; AUD 31,000 - 156,000; Full time

Job summary

OpenTrain AI is seeking a Customer Support Task Author to design and calibrate realistic support triage tasks for training advanced AI agents. This fully remote contractor role is open to candidates based in Sydney and across Australia, with English as the working language and a focus on customer support triage task authoring.

You will turn authentic support workflows into clear, challenging AI training tasks, write defensible scoring rubrics, and set up environments that replicate genuine

Qualifications

• Hands-on product support experience.
• Ability to explain support decisions precisely.
• Experience designing customer support triage or escalation workflows.

Responsibilities

• Turn authentic support workflows into clear AI training tasks.
• Write scoring rubrics for routing decisions and escalation criteria.
• Set up task environments with tickets, accounts, and runbooks that mirror real scenarios.
• Review and correct AI-drafted prompts or rubrics when provided.

Skills

Customer support

Technical support

Troubleshooting

Runbooks

Clear communication

Tools

Ticketing systems

Knowledge bases

Runbooks

Job description

About OpenTrain

OpenTrain is the #1 platform for finding and building careers in AI training and data labeling. It helps people discover opportunities, build a professional profile, and grow experience in a rapidly expanding field where human expertise shapes how advanced AI systems work.

• Create a profile and apply in minutes
• Build a lasting portfolio of AI training experience
• Access flexible, remote contract opportunities

About AI Training Work

AI training is the human side of building artificial intelligence. Contributors write prompts, evaluate model responses, create realistic scenarios, and define the standards AI systems must meet. In this role, your customer support judgment will help train AI agents to handle ambiguity, route issues, and choose appropriate resolutions.

• Work on cutting-edge AI systems
• Apply practical support expertise to model training
• Contribute remotely with a flexible schedule

The Role

OpenTrain is recruiting a Customer Support Task Author to design and calibrate realistic support triage tasks for training advanced AI agents. You will create prompts, scoring rubrics, and task environments that test the judgment experienced support professionals use in complex or ambiguous situations.

This is a fully remote, flexible contractor role for candidates based in Sydney and across Australia. The work is conducted in English.

• Role focus: customer support triage task authoring
• Work arrangement: fully remote contract
• Eligible location: Australia, including Sydney
• Language: English

What You'll Do

You will turn authentic support workflows into clear, challenging AI training tasks. Each scenario should have a defensible answer, realistic system context, and objective criteria for evaluating an AI agent's performance.

• Author prompts covering customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics that define correct routing decisions, 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 that the scenario is realistic and the correct answer is clear.
• Calibrate task difficulty by adjusting ticket ambiguity, account configuration complexity, or runbook depth.
• Review and correct AI-drafted task prompts or rubrics when provided.

Requirements

This role requires hands-on product support experience and the ability to explain support decisions precisely. You should be comfortable converting operational knowledge into structured tasks and objective evaluation standards.

• Experience as a support engineer, technical support specialist, or customer success engineer.
• Hands-on product support experience, including familiarity with real product failure modes and escalation paths.
• Deep familiarity with support tooling such as ticketing systems, internal knowledge bases, and runbooks.
• Experience designing customer support triage or escalation workflows.
• Ability to reason through ambiguous support scenarios and explain why a routing decision is correct.
• Ability to write precise, objectively defensible scoring rubrics.
• Strong written communication skills for authoring AI training tasks.
• Experience supporting enterprise or industrial software products is helpful.
• Experience writing or maintaining runbooks, escalation playbooks, or internal knowledge bases is helpful.

Pay, Schedule, and Location

The listed hourly rate is $20-$50 USD. The role description states a commitment of 10 to 40 hours per week, while the structured time requirement is 20+ hours per week. Work is fully remote for candidates based in Australia.

• Pay: $20-$50 USD per hour
• Employment type: contractor and part-time
• Schedule: flexible, with a stated range of 10 to 40 hours per week
• Structured time requirement: 20+ hours per week
• Location: Australia