AI Customer Service Evaluator & Scenario Designer (Remote)

Appsierra Group; United States; On-site; USD 67,000 - 144,000; Full time

Job summary

Appsierra Group is seeking an experienced Customer Service Representative Expert to develop and evaluate realistic customer service scenarios used to train AI systems. The role is remote and contract-based, offering flexible, asynchronous work.

You will create scenarios around conflict resolution, troubleshooting, empathy, policy interpretation, and multichannel service delivery, then assess AI responses for accuracy and tone, providing detailed feedback to improve customer experience.

Qualifications

• Proven professional experience as a Customer Service Representative or in a comparable support role.
• Strong understanding of customer support operations and service best practices.
• Ability to handle complex customer interactions and problem-solving situations.

Responsibilities

• Develop realistic customer service questions, case studies, and interaction scenarios.
• Create challenges covering conflict resolution, troubleshooting, complaint handling, and empathy.
• Evaluate AI-generated responses for accuracy, usefulness, tone, and practicality.
• Assess whether responses address customer needs while following policies and standards.
• Provide detailed feedback explaining why a response is effective or needs improvement.

Skills

Customer service experience

Analytical thinking

Written and verbal communication

Empathy and de-escalation

Problem-solving

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

CRM systems

AI-assisted support platforms

Job description

Appsierra Group is seeking an experienced Customer Service Representative Expert to develop and evaluate realistic customer service scenarios used to train AI systems. The role is remote and contract-based, offering flexible, asynchronous work.

You will create scenarios around conflict resolution, troubleshooting, empathy, policy interpretation, and multichannel service delivery, then assess AI responses for accuracy and tone, providing detailed feedback to improve customer experience.