Customer Service (Call Center) Expert

SME Careers; United States; Remote; USD 34,000 - 55,000; Full time

Job summary

SME Careers, a subsidiary of SuperAnnotate, is seeking an hourly, remote Customer Service SME to help create realistic datasets for training speech-to-speech AI agents. You will collaborate on realistic support scenarios, apply your customer service expertise, and ensure quality guidelines are met.

The role emphasizes task-based collaboration, flexible engagement, and access to future projects through our expert network. Strong communication and problem-solving are essential.

Qualifications

• Bachelor’s degree or higher in Business Administration, Communications, Marketing, Management, or related field.
• 2+ years of professional Customer Service experience with strong client communication skills.
• 1+ year of experience in AI training, data annotation, or model evaluation.
• Understanding of end-to-end customer support workflows from issue to resolution.
• Excellent spoken English (C1+) for US-based communication.

Responsibilities

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

Skills

Customer service

AI training

Communication

Issue resolution

Client relationship management

Education

Bachelor’s degree or higher in Business/Communications/Marketing/Management

Tools

CRM software

Data annotation tools

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.

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 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.