Customer Support Task Author (AI Training)

<strong>About The Role<br><br></strong>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.<br><br>This is a fully remote, flexible contract role open to experienced support engineers and customer success professionals in Toronto and across Canada who want to shape how AI handles real enterprise work.<br><br><ul><li>Organization: Alignerr</li><li>Type: Hourly Contract</li><li>Location: Remote</li><li>Commitment: 10–40 hours/week<br><br></li></ul><strong>Key Responsibilities<br><br></strong><ul><li>Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.</li><li>Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked.</li><li>Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario.</li><li>Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning.</li><li>Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately.</li><li>Review and correct AI-drafted task prompts or rubrics when provided.<br><br></li></ul><strong>Qualifications<br><br></strong><ul><li>Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.</li><li>Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks).</li><li>Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct.</li><li>Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision.</li><li>Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation.<br><br></li></ul><strong>Nice to Have<br><br></strong><ul><li>Experience supporting enterprise or industrial software products.</li><li>Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.<br><br></li></ul><strong>Why Join Us<br><br></strong><ul><li>Work on cutting-edge AI projects alongside leading research labs.</li><li>Fully remote and flexible — work when and where it suits you.</li><li>Freelance autonomy with the structure of meaningful, task-based work.</li><li>Contribute directly to how AI agents handle real enterprise support scenarios.</li><li>Potential for ongoing work and contract extension as new projects launch.</li></ul>

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