Customer Service Expert

AuraOne; United States; On-site; USD 28,000 - 50,000; Full time

Job summary

AuraOne seeks a Customer Service Expert to remotely review AI outputs within customer operations workflows. You will assess tone, escalation logic, and policy adherence, then document the next steps for model training.

Responsibilities include grading materials against playbooks, flagging risks with severity tags, and ensuring consistency across batches. Must have direct customer operations experience and be available asynchronously for at least 10 hours weekly.

Qualifications

• Direct working experience in customer operations on real teams.
• Clear written reasoning that names the policy or workflow being applied.
• Strong attention to detail and ability to flag when a prompt itself is the problem.
• Reliable async availability for at least 10 hours per week.

Responsibilities

• Review AI outputs against customer operations workflows, playbooks, and firm policy for Customer Service Expert assignments.
• Grade tone, escalation logic, and stakeholder fit on a structured rubric.
• Flag operational risk, missed escalations, and policy-adherence gaps with severity tags.
• Capture the right next step so the modeling team can train on it.
• Adjudicate disputed treatments against published playbooks or firm guidance.
• Maintain reviewer-quality scores in inter-rater calibration cycles.

Skills

Operational review

Policy adherence

Workflow judgment

Stakeholder communication

Customer operations

Job description

Customer Service Expert is a remote review track for evaluating AI outputs across customer operations workflows. Reviewers grade workflow correctness, policy adherence, and stakeholder fit; flag operational risk; and document the right next step so the modeling team can train on it.

Why this role matters

Customer operations AI has to fit into an actual day at work. AuraOne uses experienced operators to grade outputs the way a senior peer would — checking workflow, policy, and the unwritten rules that decide whether a task actually gets done.

Responsibilities

• Review AI outputs against current customer operations workflows, playbooks, and firm policy for Customer Service Expert assignments.
• Grade tone, escalation logic, and stakeholder fit on a structured rubric.
• Flag operational risk, missed escalations, and policy-adherence gaps with severity tags.
• Capture the right next step so the modeling team can train on it.
• Adjudicate disputed treatments against published playbooks or firm guidance.
• Maintain reviewer-quality scores in inter-rater calibration cycles.

Qualifications

• Direct working experience in customer operations on real teams for Customer Service Expert work.
• Comfort applying multi-page rubrics consistently across long batches.
• Clear written reasoning that names the policy or workflow being applied.
• Strong attention to detail and the ability to flag when a prompt itself is the problem.
• Reliable async availability for at least 10 hours per week.

Example tasks

• Grade a model's response to a real customer operations ticket and rate workflow, tone, and escalation.
• Flag a missed escalation with the right severity tag and corrected next step.
• Adjudicate a disputed playbook call between two reviewers using firm guidance.
• Audit a 25-row batch for rubric consistency and report drift to the program lead.

Nice to have

• Prior experience training, calibrating, or QA-ing operations teams.
• Familiarity with AI-assisted workflow tooling and its failure modes.
• Bilingual experience for cross-region operations.

Skills

• Operational review
• Policy adherence
• Workflow judgment
• Stakeholder communication
• Customer operations

Work model

Remote — US-eligible. Remote · Independent specialist contractor. Employment type: CONTRACTOR. Applicants must be authorized to work from US.

Compensation

Hourly rate confirmed after the interview process.