Remote job
Customer Support Reps - AI Training - Edinburgh, UK
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About this role
Role overview Use hands-on customer service experience to help train and assess AI systems. Work consists of reviewing support content, creating realistic customer scenarios, and judging whether automated replies are accurate, useful, and appropriately empathetic. Tasks are offered after a brief skills assessment and may require up to an hour of uninterrupted work.
Responsibilities - Assess AI-generated support replies for accuracy, clarity, usefulness, and consistency of voice. - Create sample tickets and conversation flows that test difficult cases, including escalations and complex requests. - Check generated help articles and response templates for correctness and ease of use. - Label tone and sentiment, noting when a response feels empathetic, professional, or unnatural. - Compare outputs with customer support quality standards and identify errors in reasoning or facts.
Requirements - Experience in high-volume customer support, technical support, or client success. - Strong written English and the ability to adapt tone and explanations to different customer needs. - Skill in calming difficult interactions and explaining technical or billing troubleshooting step by step. - Fast, accurate typing and the ability to consult multiple information sources efficiently. - Careful attention to factual accuracy, logic, tone, and small errors. - A PayPal account for receiving task payments.
Nice to have - Additional languages, particularly for assessing translations and localized service content. - Familiarity with customer service platforms such as Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk; team messaging and email ticketing; and documentation tools such as Confluence, Notion, or Guru.
Benefits and work setup Tasks are paid, with rates described as reaching up to $30 per hour depending on the work. Scheduling is flexible, and tasks can be completed remotely. A short assessment is required before joining the participant network; individual assignments vary in length.