Customer Support Reps - AI Training - Coventry, UK

Prolific Academic Ltd; United States; Remote; USD 28,000 - 41,000; Full time

Benefits offered by this job

PayPal payments

Flexible hours

Job summary

Prolific Academic Ltd is seeking Customer Support Representatives to join its Expert Network for AI training and evaluation. Earn up to $30 per hour by completing paid tasks requiring focused, one-hour blocks.

The role emphasizes high-volume support, clear English communication, and careful attention to detail while you work from home. You will review AI chatbot outputs, simulate realistic customer interactions, and refine internal knowledge bases.

Qualifications

• Experience in a high-volume customer support, technical support, or client success role.
• Excellent written English with empathy, tone, and clarity adjustments for different customers.
• Proven ability to de-escalate situations and troubleshoot technical or billing issues.
• High typing speed and ability to navigate multiple information sources quickly.
• Strong attention to detail to catch errors in support interactions.
• Multilingual capabilities are a significant plus for evaluating translations and localized support quality.
• Must have a PayPal account to receive payment from clients.

Responsibilities

• Evaluate AI chatbot responses for accuracy, brand voice, and usefulness.
• Simulate customer interactions with realistic tickets and flows to test AI handling of edge cases.
• Audit AI-generated knowledge articles and macros for clarity and accuracy.
• Annotate model responses for sentiment to ensure appropriate tone.
• Quality assurance: compare AI outputs against standard Support QA rubrics to ensure professional service.

Skills

High-volume support

Excellent written English

Troubleshooting & de-escalation

Fast typing & multitasking

Attention to detail

Multilingual capabilities a plus

PayPal account required

Tools

Zendesk

Salesforce Service Cloud

Intercom

Freshdesk

Job description

Customer Support & Experience - AI Training

About Prolific

Prolific is not just another player in the AI space – we are building the biggest pool of quality human data in the world.

Over 35,000 AI developers, researchers, and organizations use Prolific to gather data from paid study participants with a wide variety of experiences, knowledge, and skills.

The role

We're looking for Customer Support Representatives to join our Expert Network to help train and evaluate cutting-edge AI models using real service expertise. If you have the necessary experience, we'll send you a quick 10- to 15-minute test to assess your skills and suitability for AI tasks. If successful, you'll be invited to join Prolific as a participant, where you'll get paid to train and evaluate powerful AI models.

Researchers looking for your skills tend to pay up to $30 per hour. You must be prepared to complete paid tasks that require one hour of uninterrupted work , though many are shorter.

What you’ll bring

• Professional Experience: years of experience in a high-volume customer support, technical support, or client success role.
• Communication Excellence: exceptional written English skills with the ability to adjust tone, empathy, and clarity based on different customer personas.
• Problem-Solving Skills: proven ability to de-escalate complex situations and provide step-by-step troubleshooting for technical or billing issues.
• Efficiency: high typing speed and the ability to navigate multiple information sources quickly to find accurate answers.
• Attention to Detail: a "sharp eye" for identifying subtle errors in logic, tone, or factual accuracy in support responses.
• Language Proficiency: multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality.
• A PayPal account to receive payment from our clients

What you’ll be doing in the role

• Evaluate AI Chatbot Responses: review AI-generated support replies for accuracy, brand voice consistency, and "helpfulness" scores.
• Simulate Customer Interactions: create realistic support tickets and dialogue flows to test how AI handles edge cases, angry customers, or complex inquiries.
• Refine Knowledge Bases: audit AI-generated FAQ articles and macros to ensure they are easy for customers to follow and technically correct.
• Sentiment Labeling: annotate model responses to identify if the tone is appropriately empathetic, professional, or overly robotic.
• Quality Assurance: compare AI outputs against standard Support QA rubrics to ensure they meet professional service standards.

Key Technologies

• CRM & Helpdesk Tools: proficiency with Zendesk , Salesforce Service Cloud , Intercom , or Freshdesk.
• Communication: expert use of Slack, Microsoft Teams, and email ticketing systems.
• Documentation: familiarity with Confluence, Notion, or Guru for internal knowledge management.

Why Prolific is a great platform to join as a Participant

Joining our platform as a Prolific participant will give you the chance to influence the AI models of the future using professional expertise. Once you pass our assessment, you can join Prolific in just 15 minutes, and start enjoying competitive pay rates, flexible hours, and the ability to work from home.

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioural data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models, but from integrating diverse human perspectives and behaviours into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breadth and the best of humanity.

Links to more information on Prolific

Website

Youtube

Privacy Statement

By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organisation planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal personal information.