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 open to experienced support engineers and customer success professionals in Toronto and across Canada who want to shape how AI handles real enterprise work. 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.

Design and calibrate end-to-end support triage tasks and scoring rubrics to train AI agents on enterprise work. Create realistic task environments including ticket queues and runbooks to simulate genuine support scenarios.

Requires experienced support or customer success engineers with hands-on product support and familiarity with escalation paths. Must have strong written communication skills and the ability to define objectively verifiable correctness criteria.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Support Triage
• Technical Support
• Customer Success Engineering
• Rubric Writing
• Runbook Development
• Issue Resolution
• Escalation Management
• Technical Writing
• AI Training
• Dataset Design
• Product Support
• Account Configuration

• Customer Service & Support
• Technology
• Software
• Data & Analytics
• Engineering

Expérience minimale

2+ ans

Postuler avant le

17 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Exigences de lieu

Country, Toronto, Ontario, Canada

Niveau d’expérience

Mid-Senior level