Customer Service Expert – AI Training

SME Careers; New Zealand; Remote; NZD 34,000 - 55,000; Full time

Benefits offered by this job

Remote contract work

Job summary

SME Careers is seeking a Customer Service SME for an hourly, remote contractor role to help create a bespoke dataset of natural, human-enacted conversations used to train speech-to-speech AI agents. The role leverages your 2+ years of customer service expertise and 1+ year in AI training to reflect real-world interactions with high accuracy.

As part of SME Careers, a fast-growing AI Data Services company, you will contribute to building realistic training data for major AI labs.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, Management, or related field
• 2+ years of professional Customer Service experience
• 1+ year of AI training or related AI work experience
• Strong knowledge of end-to-end customer support workflows
• Excellent spoken English C1+ (US only)

Responsibilities

• Develop AI Training Content: Create natural, human-enacted conversations across realistic support scenarios.
• Optimize AI Performance: Evaluate and rank AI responses to improve accuracy and contextual relevance.
• Ensure Model Integrity: Test AI models for inaccuracies or biases across use cases.

Skills

Customer Service

AI training

Issue resolution

Communication

CRM workflows

Education

Bachelor’s degree

Tools

CRM systems

Job description

In this hourly, remote contractor role, you will work as a Customer Service Subject Matter Expert (SME) to support the creation of a custom dataset of natural, human-enacted customer service conversations used to train and improve speech-to-speech AI agents. You will participate in realistic customer service scenarios, applying your professional experience in client communication, issue resolution, support workflows, and customer relationship management to ensure conversations accurately reflect real-world interactions. You will demonstrate natural and professional communication, active listening, problem-solving, empathy, and appropriate issue-resolution techniques while following project-specific scenarios, instructions, and quality guidelines. Your contributions will help AI systems learn to handle customer interactions more naturally, accurately, and effectively.

This role is with SME Careers, a fast-growing AI Data Services company and subsidiary of SuperAnnotate, delivering training data for many of the world’s largest AI companies and foundation-model labs.

Important

There is no immediate project for this role; however, if qualified, you will be among the first experts we reach out to when relevant opportunities arise. This will also provide you with access to future projects available through our expert network.

Key Responsibilities

• Develop AI Training Content: Create natural, human-enacted customer service conversations across realistic support scenarios.
• Optimize AI Performance: Evaluate and rank AI responses to enhance the model's accuracy, fluency, and contextual relevance.
• Ensure Model Integrity: Test AI models for potential inaccuracies or biases, validating their reliability across use cases.

Your Profile

• Bachelor’s degree (or higher) in Business Administration, Communications, Marketing, Management, or a related field (or equivalent professional experience).
• 2+ years of professional Customer Service experience, with demonstrated expertise in client communication, issue resolution, support workflows, and customer relationship management.
• 1+ year of experience in AI training, such as data annotation, AI evaluation, model training, response evaluation, or similar AI-related work.
• Strong knowledge of end-to-end customer support workflows, including issue identification, troubleshooting, escalation, follow-up, and resolution.
• Excellent spoken English C1+ (US only), with clear and fluent verbal communication.
• Hands-on experience managing customer inquiries, complaints, service requests, and escalations across a range of customer scenarios.
• Ability to adapt communication style, tone, and approach based on the customer’s needs, situation, and level of concern.
• Reliable, self-directed, and able to deliver consistent quality in an hourly, remote contractor environment.