Customer Support Task Author (AI Training)

Location: Fully remote; flexible work arrangement. The role is described as ideal for customer support professionals in Singapore.

Company

hirify.global builds datasets of expert tasks that train and evaluate advanced AI agents on real enterprise work.

What you will do

• Author realistic customer support task prompts covering issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
• Write objective scoring rubrics for routing decisions, resolution paths, and escalation criteria.
• Set up task environments with ticket queues, account records, runbooks, and system states that replicate genuine support scenarios.
• Solve and validate each task to confirm that the scenario is realistic, the answer is clear, and the rubric captures the required reasoning.
• Calibrate task difficulty by adjusting ticket ambiguity, account complexity, and runbook depth.
• Review and correct AI-drafted prompts and rubrics.

Requirements

• Hands-on experience as a support engineer, technical support specialist, or customer success engineer.
• Deep familiarity with product failure modes, escalation paths, ticketing systems, internal knowledge bases, and runbooks.
• Ability to reason through ambiguous support scenarios and explain routing decisions.
• Ability to define verifiable correctness criteria for resolutions and escalations.
• Strong written communication and precision in task and rubric writing.

Nice to have

• Experience supporting enterprise or industrial software products.
• Experience writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.

Culture & Benefits

• Work on AI projects alongside leading research labs.
• Fully remote and flexible working hours.
• Freelance autonomy with task-based work.
• Contribution to AI agents handling enterprise support scenarios.
• Potential for ongoing work and contract extensions.
• Quick screening process and weekly payouts.