Role Title: Customer Service Subject Matter Expert (SME)

Job Type: Contractor
Location: Global, Fully Remote
Schedule: Flexible, approximately 15 hours per week
Hourly Compensation: $20–$50 USD
Interview Language: English

We are seeking experienced Customer Service SMEs to support an AI training project focused on improving speech-to-speech AI agents. Candidates will participate in realistic customer service conversations, evaluate AI responses, and provide expert feedback to enhance communication, problem-solving, and customer support quality.

Note: There is no immediate project available. Qualified candidates may be contacted for future opportunities.

Key Responsibilities

• Create natural customer service conversations based on realistic scenarios.
• Evaluate and rank AI responses for accuracy, fluency, and relevance.
• Assess customer support workflows, including troubleshooting, escalation, and resolution.
• Apply empathy, active listening, and professional communication techniques.
• Identify AI inaccuracies and potential biases.
• Follow project guidelines and maintain consistent quality.

Required Qualifications

• Bachelor's degree in Business, Communications, Marketing, Management, or a related field, or equivalent professional experience.
• At least 2 years of professional customer service experience.
• At least 1 year of AI training, data annotation, or AI evaluation experience.
• Strong knowledge of customer support workflows and issue resolution.
• C1+ spoken English proficiency for US-based candidates, with clear and fluent communication.
• Experience handling customer inquiries, complaints, and escalations.
• Ability to adapt communication style to different customer needs.
• Strong problem-solving skills, attention to detail, and ability to work independently.