Customer Support Task Author (AI Training)

About The Role Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. 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 experienced support engineers, technical support specialists, and customer success professionals based in Sydney and across Australia.

• Organization: Alignerr
• Type: Hourly Contract
• Location: Remote
• Commitment: 10–40 hours/week

Key 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.

Qualifications

• Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
• 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.

Nice to Have

• Experience supporting enterprise or industrial software products.
• Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.

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.