Customer Support Task Author (AI Training)

Alignerr; Bengaluru; Remote; INR 551,000 - 1,378,000; Part time

Job summary

Alignerr Corp. is building a dataset of expert tasks to train and evaluate AI agents on real enterprise work.

The Task Author for Customer Support / Success will design end-to-end support triage tasks, including ticket reading, account checks, runbook lookups, and deciding between fix and escalation, reflecting real support judgment calls under ambiguity. This is a fully remote, flexible contract role ideal for experienced support engineers and technical customer success professionals in

Qualifications

• Hands-on product support experience with ability to reason through ambiguous scenarios.
• Ability to write precise, testable task prompts and rubrics.

Responsibilities

• Author realistic support task prompts: triage tickets, account checks, runbook lookups, and fix-vs-escalate decisions.
• Write scoring rubrics to define correct routing, resolution, or escalation criteria.
• Set up task environments with tickets, accounts, runbooks, and system states that mirror genuine support scenarios.
• Validate tasks by solving them to ensure realism and clarity of rubrics.
• Calibrate task difficulty by adjusting ambiguity and complexity to challenge models appropriately.
• Review and refine AI-drafted prompts and rubrics when provided.

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.

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. This is a fully remote, flexible contract role ideal for experienced support engineers and technical customer success professionals in Bangalore who want to contribute to globally impactful AI development 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.