Customer Service Expert - Remote

YO AI Labs; New York (NY); Remote; USD 28,000 - 69,000; Full time

Job summary

YO AI Labs is seeking experienced Customer Service SMEs to support an AI training project. You will create realistic conversations, evaluate AI responses, and provide expert feedback to improve communication, problem solving, and support quality.

Role is global and fully remote with flexible scheduling, approximately 15 hours per week. Prior AI training experience and strong English proficiency are required for US-based candidates.

Qualifications

• Bachelor's degree or equivalent professional experience.
• At least 2 years of professional customer service experience.
• At least 1 year of AI training, data annotation, or AI evaluation experience.
• Strong knowledge of customer support workflows and issue resolution.
• C1+ spoken English proficiency for US-based candidates, with clear communication.
• Experience handling inquiries, complaints, and escalations.

Responsibilities

• Create natural customer service conversations based on realistic scenarios.
• Evaluate and rank AI responses for accuracy, fluency, and relevance.
• Assess customer support workflows, including troubleshooting, escalation, and resolution.
• Apply empathy, active listening, and professional communication techniques.
• Identify AI inaccuracies and potential biases.
• Follow project guidelines and maintain consistent quality.

Skills

Customer service

AI training

Communication

Problem solving

Attention to detail

Independent work

Education

Bachelor's degree or equivalent

Job description

Role Title: Customer Service Subject Matter Expert (SME)

Job Type: Contractor
Location: Global, Fully Remote
Schedule: Flexible, approximately 15 hours per week
Hourly Compensation: $20–$50 USD
Interview Language: English

We are seeking experienced Customer Service SMEs to support an AI training project focused on improving speech-to-speech AI agents. Candidates will participate in realistic customer service conversations, evaluate AI responses, and provide expert feedback to enhance communication, problem-solving, and customer support quality.

Note: There is no immediate project available. Qualified candidates may be contacted for future opportunities.

Key Responsibilities

• Create natural customer service conversations based on realistic scenarios.
• Evaluate and rank AI responses for accuracy, fluency, and relevance.
• Assess customer support workflows, including troubleshooting, escalation, and resolution.
• Apply empathy, active listening, and professional communication techniques.
• Identify AI inaccuracies and potential biases.
• Follow project guidelines and maintain consistent quality.

Required Qualifications

• Bachelor's degree in Business, Communications, Marketing, Management, or a related field, or equivalent professional experience.
• At least 2 years of professional customer service experience.
• At least 1 year of AI training, data annotation, or AI evaluation experience.
• Strong knowledge of customer support workflows and issue resolution.
• C1+ spoken English proficiency for US-based candidates, with clear and fluent communication.
• Experience handling customer inquiries, complaints, and escalations.
• Ability to adapt communication style to different customer needs.
• Strong problem-solving skills, attention to detail, and ability to work independently.