Customer Service (Call Center) Expert

SME Careers; Washington (District of Columbia); Remote; USD 28,000 - 41,000; Full time

Job summary

SME Careers is seeking a Customer Service SME contractor to craft realistic, human-enacted conversations for AI training data. You will contribute to scenario-based content, ensuring high-quality interactions that help train speech-to-speech AI agents.

You bring 2+ years in customer service, 1+ year in AI-related training, and a strong ability to adapt communication styles while meeting project guidelines. This remote, hourly role supports global clients and data quality initiatives.

Qualifications

• Bachelor’s degree in a related field.
• 2+ years of professional Customer Service (call center) experience.
• 1+ year of experience in AI training or related AI work.
• Strong knowledge of end-to-end customer support workflows.
• Excellent spoken English at C1+ level (US).

Responsibilities

• Develop AI Training Content: create natural, human-enacted conversations across scenarios.
• Optimize AI Performance: evaluate and rank AI responses for accuracy and fluency.
• Ensure Model Integrity: test models for biases and reliability across use cases.

Skills

Excellent spoken English (C1+)

Strong communication

Problem solving

Education

Bachelor’s degree or higher in Business Administration, Communications, Marketing, Management, or related field

Tools

CRM systems experience

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.

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 (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.