Customer Support Task Author (AI Training)
Alignerr • Singapore
Education
Master's
Type
Hourly
Pay Rate
$20–$50/hr
Listed
2d ago
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From the Alignerr listing
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 ideal for experienced support engineers, technical support specialists, and customer success professionals in Singapore who want to contribute to cutting-edge AI development with global impact.
- Organization: Alignerr
- Type: Hourly Contract
- Location: Remote
- Commitment: 10–40 hours/week
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.
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.
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.
Why this role
- Work on cutting-edge AI projects alongside leading research labs. - Fully remote and flexible — work when and where it suits you.
Talent pool
We're light on Writing candidates
We've matched 30 people with a Writing background against 397 Writing listings we've tracked, so most go out without one. Set up a profile and we'll consider you for a role like this one.
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Common questions
How hard is the Alignerr assessment?
Hard, and unforgiving. Alignerr uses TestGorilla for timed, role-specific tests: a blank coding environment for engineers, strict grammar and fact-checking for writers. Treat it as one shot. Failing or abandoning it typically locks you out of that role permanently, with no retake.
How soon can I start earning on Alignerr after passing the assessment?
Not right away. After passing, you still complete identity verification through Persona and billing setup through Deel, then wait in a pool for weeks or months. You only start earning once a project matching your specific skills launches and assigns you. Don't count on Alignerr income until you're actively placed on a project.
What does asynchronous AI training work mean in practice?
No set hours, no check-ins, no meetings. You log in when you want, pick up an available task, complete it, and submit; nobody is waiting on you in real time. That's different from remote employment, where you're expected online during business hours. The tradeoff: you're competing with others for available tasks, so an empty queue means there's simply nothing to do until more work is released.
What does Writing work look like for a Customer Support Task Author (AI Training)?
Tasks here are scoped to Writing, not generic labeling. As a Customer Support Task Author (AI Training), expect to draw on real domain judgment (evaluating outputs, correcting errors, or providing expert reasoning specific to Writing) rather than following a one-size-fits-all rubric. If you don't have hands-on Writing background, this is likely not the right listing to start with.
What specific skills does this listing call for?
Expert is named directly in the listing. If you don't have hands-on experience with this, expect the screening process to test for it directly rather than accepting adjacent experience as a substitute.
How much does this specific role pay?
This listing is posted at $20–$50/hr, an hourly rate. The range reflects experience level and negotiated terms, not a placeholder, so where you land in it depends on your background and the assessment. Pay can change between when we last checked the listing and when you apply, so confirm the current number on the platform's own application page before committing time.
Do I need a Master's to qualify?
This role lists a master's degree as a requirement. In practice, the domain assessment is the real gate. If you can pass it, the degree is usually secondary. However, some platforms verify credentials formally, so list your actual qualifications accurately on your profile.
Can I apply from outside Singapore?
This specific role is open only to people based in Singapore. If you are somewhere else, applying is unlikely to lead to an offer even if you pass the assessment, because the restriction is usually about where the work can legally be contracted rather than your skills. Read the full description for any tax-residency or right-to-work caveats before you apply.
What is the barrier to entry for Alignerr?
A difficult, timed technical assessment in your specific domain, like Python, physics, or language. Passing it is required before you're eligible for any paid projects.