Open role at a frontier AI lab
AI Customer Support Specialist (Pacific Time Zone ONLY)
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About the role
Role Title: AI Customer Support Specialist Role Type: Contractor Location: Remote (Pacific Time Zone) Our team is engaging AI Customer Support Specialists to contribute expertise to a dynamic project supporting an AI-powered platform. In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters. Scope of Work Respond promptly and professionally to customer-reported technical issues related to the AI platform, ensuring clear and concise communication at every step.Investigate and reproduce customer-reported problems, meticulously documenting findings and relevant technical details for internal review.Create, update, and maintain comprehensive documentation for recurring issues, troubleshooting steps, and resolution processes.Escalate complex or confirmed technical problems to internal engineering or product teams, providing thorough supporting documentation and analysis.Collaborate with internal teams to clarify issue priorities, share user feedback, and contribute to ongoing platform improvement efforts.Ensure all customer interactions reflect a high level of empathy, attention to detail, and a customer-first mindset.Remain organized while managing multiple concurrent tasks in a fast-paced, technology-driven environment. Preferred Qualifications Proven experience delivering technical customer support for SaaS, technology, or software platforms.Exceptional written and verbal communication skills, with a strong emphasis on clarity and professionalism.Demonstrated ability to investigate, troubleshoot, and systematically resolve customer issues.Experience in documenting technical issues and solutions for both customer-facing and internal audiences.Strong organizational skills and ability to track multiple ongoing issues and deliverables.A proactive, solution-oriented approach with keen problem-solving capabilities.Familiarity with AI products, generative AI tools, or related platforms is a plus, but not required.