Customer Support Task Author (AI Training)
Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work.
Hiring companyAlignerr
About the role
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 seasoned support engineers and customer success professionals in the Austin tech corridor who want to contribute to cutting-edge AI development on their own schedule.
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.
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.
Required skills
- 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.
Preferred skills
- Experience supporting enterprise or industrial software products.
- Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.
Experience and education
- Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
Schedule details
10–40 hours per week.
Eligibility
Work arrangement: Fully remote
Eligible countries: United States
Eligible regions: Austin tech corridor
Compensation details
$20–$50 per hour.
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