Customer Support Task Author (AI Training)

Alignerr; Amsterdam; Remote; EUR 34,000 - 83,000; Full time

Job summary

Alignerr is building AI-driven task prompts for enterprise support roles. The Task Author will design end-to-end support triage tasks, validate scenarios, and calibrate difficulty levels to reflect real-world decisions made by support professionals.

The role is a fully remote hourly contract open to experienced support engineers and customer success professionals in Amsterdam and across the Netherlands. Commitment: 10–40 hours per week.

Qualifications

• Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
• Ability to reason through ambiguous scenarios and justify routing decisions with evidence.
• Strong written communication to create precise tasks and rubrics for evaluation.

Responsibilities

• Author realistic support task prompts: triage, account checks, runbook lookups, and fix-versus-escalation decisions.
• Write scoring rubrics defining correct routing, resolution or escalation criteria.
• Set up task environments with queues, accounts, runbooks, and system states matching real scenarios.
• Self-verify tasks to ensure realism and clarity of the rubric.
• Calibrate task difficulty by adjusting ambiguity and account complexity.
• Review and correct AI-drafted prompts or rubrics when provided.

Skills

Support engineering experience

Customer success

Hands-on product support

Tools

Ticketing systems

Runbooks

Internal knowledge bases

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 open to experienced support engineers and customer success professionals in Amsterdam and across the Netherlands who want to shape how AI handles enterprise support.

• 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.