[Remote] Customer Support Reps - AI Training - San Jose, US

Note: The job is a remote job and is open to candidates in USA. Prolific is building the biggest pool of quality human data in the world, serving over 35,000 AI developers and organizations. They are seeking Customer Support Representatives to help train and evaluate AI models by providing real service expertise and feedback.

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

• Paid study participants
• Competitive pay rates
• Flexible hours
• The ability to work from home

Company Overview

Building the most advanced global infrastructure for People Science. It was founded in 2014, and is headquartered in London, England, GBR, with a workforce of 51-200 employees. Its website is https://www.prolific.com/.

Company H1B Sponsorship

Prolific has a track record of offering H1B sponsorships, with 12 in 2025, 7 in 2024, 16 in 2023, 39 in 2022, 16 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.