About this role
In this hourly, remote contractor role, you will work as a Customer Service Subject Matter Expert (SME) to support the creation of a custom dataset of natural, human-enacted customer service conversations used to train and improve speech-to-speech AI agents. You will participate in realistic customer service scenarios, applying your professional experience in client communication, issue resolution, support workflows, and customer relationship management to ensure conversations accurately reflect real-world interactions. You will demonstrate natural and professional communication, active listening, problem-solving, empathy, and appropriate issue-resolution techniques while following project-specific scenarios, instructions, and quality guidelines. Your contributions will help AI systems learn to handle customer interactions more naturally, accurately, and effectively. This role is with SME Careers, a fast-growing AI Data Services company and subsidiary of SuperAnnotate, delivering training data for many of the world’s largest AI companies and foundation-model labs. Requirements - Bachelor’s degree (or higher) in Business Administration, Communications, Marketing, Management, or a related field (or equivalent professional experience). - 2+ years of professional Customer Service (call center) experience, with demonstrated expertise in client communication, issue resolution, support workflows, and customer relationship management. - 1+ year of experience in AI training, such as data annotation, AI evaluation, model training, response evaluation, or similar AI-related work. - Strong knowledge of end-to-end customer support workflows, including issue identification, troubleshooting, escalation, follow-up, and resolution. - Excellent spoken English C1+ (US only), with clear and fluent verbal communication. - Hands-on experience managing customer inquiries, complaints, service requests, and escalations across a range of customer scenarios. - Ability to adapt communication style, tone, and approach based on the customer’s needs, situation, and level of concern. - Reliable, self-directed, and able to deliver consistent quality in an hourly, remote contractor environment. Responsibilities - Develop AI Training Content: Create natural, human-enacted customer service conversations across realistic support scenarios. - Optimize AI Performance: Evaluate and rank AI responses to enhance the model's accuracy, fluency, and contextual relevance. - Ensure Model Integrity: Test AI models for potential inaccuracies or biases, validating their reliability across use cases. Skills - Issue Resolution - Conflict Resolution - Customer Service - Escalation Management - AI Training - Voice Support - English - Complaint Handling - Call Center Additional skills - Customer support - Client communication - Issue resolution - Troubleshooting - Escalation management - Complaint handling - Customer inquiry handling - Support ticketing systems - Case management - Customer relationship management - Salesforce CRM - Zendesk - Freshdesk - ServiceNow - Knowledge base management - SLA management - CSAT metrics - NPS metrics - Call center support - Email support - Live chat support - Quality assurance - AI training data - Data annotation - Model evaluation - Response evaluation - Human-in-the-loop - English (US)
