Customer Service (Call Center) Expert

SuperAnnotate AI, Inc.; United States; Remote; USD 25,000 - 41,000; Full time

Job summary

SuperAnnotate AI, Inc. is seeking a Customer Service SME for an hourly remote contractor role to support creation of a custom dataset of natural, human-enacted conversations used to train speech-to-speech AI agents.

You will apply client communication, issue resolution, and CRM experience to ensure conversations reflect real-world interactions, with emphasis on empathy, listening, and quality guidelines.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, or related field.
• 2+ years professional customer service (call center) experience.
• 1+ year AI training experience (annotation, evaluation, or model training).
• Strong end-to-end customer support workflow knowledge.
• Excellent spoken English, C1+ (US applicants).

Responsibilities

• Develop AI training content with natural, human-enacted conversations across scenarios.
• Evaluate and rank AI responses to improve accuracy and fluency.
• Test models for inaccuracies or biases and validate reliability across use cases.

Skills

Escalation management

Conflict resolution

English

Complaint handling

AI training

Voice support

Customer service

Call center

Issue resolution

Education

Bachelor’s degree or higher

Job description

Pay: up to $30/hour

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.

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.

Requirements

• 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 (call center) 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.

Skills: Escalation Management, Conflict Resolution, English, Complaint Handling, AI Training, Voice Support, Customer Service, Call Center, Issue Resolution

Open to candidates in: Canada, The United States

Interview language: English