Responsibilities
- Evaluate AI Chatbot Responses: review AI-generated support replies for accuracy, brand voice consistency, and 'helpfulness' scores
- Simulate Customer Interactions: create realistic support tickets and dialogue flows to test how AI handles edge cases, angry customers, or complex inquiries
- Refine Knowledge Bases: audit AI-generated FAQ articles and macros to ensure they are easy for customers to follow and technically correct
- Sentiment Labeling: annotate model responses to identify if the tone is appropriately empathetic, professional, or overly robotic
- Quality Assurance: compare AI outputs against standard Support QA rubrics to ensure they meet professional service standards
Requirements
- years of experience in a high-volume customer support, technical support, or client success role
- exceptional written English skills with the ability to adjust tone, empathy, and clarity based on different customer personas
- proven ability to de-escalate complex situations and provide step-by-step troubleshooting for technical or billing issues
- high typing speed and the ability to navigate multiple information sources quickly to find accurate answers
- a 'sharp eye' for identifying subtle errors in logic, tone, or factual accuracy in support responses
- a PayPal account to receive payment from our clients
Nice to Have
- multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality
Additional Information
- You must be prepared to complete paid tasks that require one hour of uninterrupted work, though many are shorter
- A PayPal account to receive payment from our clients
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