[Remote] Customer Support Reps - AI Training - Mexico city, Mexico
Note: The job is a remote job and is open to candidates in USA. Prolific is an innovative company focused on building a vast pool of quality human data for AI applications. They are seeking Customer Support Representatives to assist in training and evaluating AI models by leveraging real service expertise.
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
Skills
- 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
- Proficiency with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk
- Expert use of Slack, Microsoft Teams, and email ticketing systems
- Familiarity with Confluence, Notion, or Guru for internal knowledge management
- Multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality
Benefits
- Competitive pay rates
- Flexible hours
- Ability to work from home
Company Overview
Company H1B Sponsorship