Customer Support Task Author (AI Training)

Alignerr Corp.; Greater London; Remote; GBP 34,000 - 83,000; Full time

Job summary

Alignerr is seeking a Task Author for the Customer Support / Success domain. You will design end-to-end support triage tasks, including ticket reading, account checks, and runbook lookups, deciding between fix and escalation with precise, verifiable criteria.

This fully remote, flexible hourly contract invites seasoned professionals across the UK to contribute to AI training for real enterprise scenarios. Join a forward‑looking team shaping AI behavior in support contexts.

Qualifications

• Relevant experience in technical support roles with hands-on product support.
• Ability to reason through ambiguous scenarios and justify routing decisions.
• Strong written communication to define precise rubrics.
• Familiarity with enterprise software support and escalation paths.

Responsibilities

• Author realistic support task prompts: ticket triage, account checks, runbook lookup, fix-versus-escalation decisions.
• Write scoring rubrics that define correct routing and escalation criteria.
• Set up task environments with tickets, accounts, runbooks, and system states.
• Solve each task to confirm realism and rubric accuracy.
• Calibrate task difficulty to challenge AI models appropriately.
• Review AI-drafted prompts and rubrics for quality control.

Skills

Support engineering

Technical troubleshooting

Clear writing

Ambiguity reasoning

Ticketing systems

Tools

Runbooks

Knowledge bases

Ticketing systems

Job description

About The Role

Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. As a Task Author for the Customer Support / Success role, you will design and calibrate end-to-end support triage tasks — reading a ticket, checking account configuration, searching runbooks, and deciding between fix and escalation — that reflect the real judgment calls experienced support professionals make under ambiguity.

Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. As a Task Author for the Customer Support / Success role, you will design and calibrate end-to-end support triage tasks — reading a ticket, checking account configuration, searching runbooks, and deciding between fix and escalation — that reflect the real judgment calls experienced support professionals make under ambiguity.

This is a fully remote, flexible contract role open to seasoned support engineers and customer success professionals based in London and across the UK who want to shape the future of AI on their own schedule.

• Organization: Alignerr
• Type: Hourly Contract
• Location: Remote
• Commitment: 10–40 hours/week

Key Responsibilities

• Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked.
• Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario.
• Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning.
• Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately.
• Review and correct AI-drafted task prompts or rubrics when provided.

Qualifications

• Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
• Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks).
• Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct.
• Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision.
• Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation.

Nice to Have

• Experience supporting enterprise or industrial software products.
• Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.

Why Join Us

• Work on cutting-edge AI projects alongside leading research labs.
• Fully remote and flexible — work when and where it suits you.
• Freelance autonomy with the structure of meaningful, task-based work.
• Contribute directly to how AI agents handle real enterprise support scenarios.
• Potential for ongoing work and contract extension as new projects launch.