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