Customer Support Specialist, AI Response Evaluation
Job Description:
- Reviewing AI-generated customer support responses for accuracy, clarity, and helpfulness
- Evaluating tone, empathy, and professionalism in customer interactions
- Identifying poor support behaviors (e.g., dismissiveness, lack of resolution, incorrect guidance)
- Assessing whether AI responses appropriately address customer intent and resolve issues
- Evaluating how AI handles frustration, confusion, or escalating user behavior
- Identifying gaps in responses, including missing steps, unclear instructions, or lack of follow-through
- Detecting overconfident, misleading, or incorrect responses
- Evaluating multi-turn conversations for consistency, escalation handling, and resolution quality
- Identifying patterns of agreement without problem-solving (e.g., empty empathy or unhelpful reassurance)
- Participating in or reviewing red teaming exercises to surface failure modes in support scenarios
- Supporting quality assurance (QA) to ensure consistency across evaluations
- Documenting edge cases, failure patterns, and customer experience risks
- Providing structured written feedback to internal teams
- Collaborating with interdisciplinary teams on AI quality, safety, and evaluation frameworks
- Maintaining strict confidentiality and quality standards.
Requirements:
- Successful candidates are detail-oriented, customer-focused, and experienced in evaluating or delivering high-quality support in fast-paced environments.
- Professional experience in one or more of the following: Customer support (chat, email, or phone)
- Call centers or contact centers
- Technical support or help desk roles
- Online support environments (SaaS, e-commerce, fintech, etc.)
- Strong understanding of high-quality customer experience and service standards
- Effective communication in customer-facing interactions
- Common support workflows (triaging, troubleshooting, escalation)
- How customers interpret and respond to support interactions
- Ability to identify:
- Poor or incomplete resolutions
- Incorrect or misleading information
- Inappropriate tone (e.g., robotic, dismissive, overly casual)
- Lack of empathy or ineffective de-escalation
- Failure to follow support best practices
- Strong written communication skills and ability to clearly explain reasoning.
- Experience with or interest in:
- Evaluating conversations or QA for support teams
- Working with AI tools, chatbots, or automated systems
- Assessing how systems perform under real customer behavior.
- Comfort with:
- Tech tools and platforms (Slack, spreadsheets, dashboards)
- Evaluating AI-generated responses (no coding required, but must be tech-comfortable)
- Ambiguity, iteration, and feedback-driven workflows.
- Willingness to:
- Sign NDAs and work with sensitive content.
- Nice to Have (Not Required)
- Experience in QA, coaching, or training within support teams
- Background in trust & safety or content moderation
- Experience with chatbot or AI-assisted support tools
- Familiarity with CX metrics (CSAT, QA scoring, resolution rate)
- Interest in AI, automation, or improving customer experience systems.
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