Customer Support Task Author (AI Training)

Alignerr; Manila; A distancia; PHP 868.000 - 3.472.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Remote work

Flexible hours

Descripción de la vacante

Alignerr is building a dataset of expert tasks to train and evaluate AI agents. As a Task Author for the Customer Support / Success role, you will design end-to-end support triage prompts, check account configurations, search runbooks, and decide between fix and escalation in real-world tickets.

This is a fully remote, hourly contract role ideal for experienced support engineers and customer success professionals in Manila and across the Philippines, offering flexible hours and freelance

Formación

• Hands-on experience in product support or customer success roles.
• Ability to reason through ambiguous scenarios and justify routing decisions.
• Experience with enterprise or complex software support environments.

Responsabilidades

• Design end-to-end support triage prompts for real-world tickets.
• Write scoring rubrics to objectively evaluate correct routing or escalation.
• Set up task environments that mimic genuine support scenarios.
• Review and refine AI-drafted prompts and rubrics.

Conocimientos

Support engineering

Triage prompts

Runbooks

Ticketing systems

Knowledge bases

Written communication

Herramientas

Ticketing systems

Knowledge bases

Runbooks

Descripción del empleo

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, technical support specialists, and customer success professionals in Manila and across the Philippines, where world-class support expertise runs deep.

• 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.