Customer Support Email Analyst

Cashback24x7; India; A distancia; INR 1.940.000 - 3.234.000; A tiempo parcial

Descripción de la vacante

Cashback24x7 is seeking a Customer Support Email Analyst to help train AI systems by evaluating real-world support emails and providing feedback.

This remote contractor position emphasizes clear written communication, attention to detail, and the ability to work independently while aligning with cross-functional teams to improve customer experience.

Formación

• Proven background in customer support or related field.
• Excellent written and spoken English.
• Experience performing quality evaluations of content.
• Analytical mindset to assess tone and accuracy.
• Strong organizational and documentation skills.
• Ability to work independently in a fully remote setup.
• Genuine care for delivering outstanding customer experiences.

Responsabilidades

• Review and analyze customer support email communications against guidelines.
• Evaluate clarity, tone, accuracy, and effectiveness of responses.
• Identify failure modes and areas to improve automated interactions.
• Provide actionable feedback and reporting to improve workflows.
• Collaborate with the customer's team to align evaluation processes.
• Benchmark automated responses using reference materials.
• Document findings and contribute to best practices for service enhancement.

Conocimientos

Customer support

Written communication

Quality evaluation

Analytical thinking

Documentation skills

Independent remote work

Attention to detail

Descripción del empleo

Job Title: Customer Support Email Analyst

Job Type: Contractor

Location: Remote

Job Summary

In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters.

Key Responsibilities

• Review and analyze customer support email communications to ensure adherence to established guidelines and quality standards.
• Evaluate the clarity, tone, accuracy, and overall effectiveness of both human and automated responses.
• Identify potential failure modes, inconsistencies, or areas for improvement within automated customer support interactions.
• Provide actionable feedback and reporting to enhance the customer experience and improve communication workflows.
• Collaborate closely with the customer's team to align evaluation processes and maintain consistency in quality assessment.
• Leverage reference materials to effectively benchmark and calibrate automated responses.
• Document findings and contribute to best practices for continuous service enhancement.

Required Skills and Qualifications

• Proven background in customer support, customer experience, or a related field with a strong emphasis on written communication.
• Exceptional command of the English language, both written and verbal, with a keen eye for detail and nuance.
• Demonstrated experience in performing quality evaluations or audits of customer support content.
• Analytical mindset with the ability to assess tone, intent, and accuracy in responses.
• Strong organizational and documentation skills for tracking findings and recommendations.
• Comfort working independently in a fully remote environment while collaborating with cross-functional teams.
• Genuine care for delivering outstanding customer experiences through every touchpoint.

Preferred Qualifications

• Previous experience evaluating or training AI-powered or automated customer support systems.
• Exposure to quality assurance methodologies in a customer support context.
• Background in process improvement, customer support, customer experience or customer service training.