Customer Support Task Author (AI Training)
About the role
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.
What you'll do
- 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.
About Alignerr
Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work.
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