6D AGO

Customer Support Task Author (AI Training)

Alignerr / Customer Support Task Author (AI Training)

RATE

$20-$50/HR

LOCATION

REMOTE (GLOBAL)

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DESCRIPTION

## 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 Berlin and across Germany who want to contribute to internationally impactful AI research. - **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. ##

REQUIREMENTS

▸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.