Customer Support Task Author (AI Training)
About this role
Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. As a Task Author for the Customer Support / Success role, you will design and calibrate end-to-end support triage tasks — reading a ticket, checking account configuration, searching runbooks, and deciding between fix and escalation — that reflect the real judgment calls experienced support professionals make under ambiguity. This is a fully remote, flexible contract role ideal for experienced support engineers, technical support specialists, and customer success professionals in Manila and across the Philippines, where world-class support expertise runs deep. - Organization: Alignerr - Type: Hourly Contract - Location: Remote - Commitment: 10–40 hours/week Key Responsibilities - Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions. - Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked. - Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario. - Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning. - Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately. - Review and correct AI-drafted task prompts or rubrics when provided. Qualifications - Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience. - Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks). - Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct. - Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision. - Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation. Nice to Have - Experience supporting enterprise or industrial software products. - Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases. Why Join Us - Work on cutting-edge AI projects alongside leading research labs. - Fully remote and flexible — work when and where it suits you. - Freelance autonomy with the structure of meaningful, task-based work. - Contribute directly to how AI agents handle real enterprise support scenarios. - Potential for ongoing work and contract extension as new projects launch.
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