LILT is hiring a Customer Service & Support AI Rater & Evaluator

LILT is hiring a Customer Service & Support AI Rater & Evaluator to contribute expert judgment to human-in-the-loop AI evaluation workflows. You will apply your deep customer service and support expertise to assess and shape AI systems. This role includes two tracks: Track A (Rater) for executing structured evaluation tasks, and Track B (Evaluator) for providing higher-level domain oversight and influencing evaluation design.

What You'll Do

• Evaluate AI outputs related to customer service and support interactions.
• Perform structured scoring, comparison, classification, and judgment tasks.
• Assess accuracy, clarity, tone, helpfulness, and alignment with support best practices.
• Identify hallucinations, misleading responses, policy violations, or unsafe guidance.
• Apply domain-specific customer support guidelines consistently across tasks.
• Validate and refine evaluation rubrics and edge-case handling (Senior Track).
• Perform adjudication where raters disagree (Senior Track).
• Conduct error analysis and qualitative reviews of model behavior (Senior Track).
• Partner with LILT research, product, and customer teams on evaluation design (Senior Track).
• Support red-teaming, policy alignment, and model readiness assessments (Senior Track).

What We're Looking For

• Deep domain expertise in customer service, support operations, or CX.
• Strong judgment and ability to apply criteria consistently.
• Comfort working with structured evaluation workflows.
• Ability to explain reasoning clearly, especially in sensitive customer scenarios.
• Reliability, professionalism, and respect for quality standards.
• Native or professional fluency in one or more supported languages.
• English fluency for guidelines, feedback, and collaboration.

Work Mode

This role is open to candidates in a global work mode.

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws.