Customer Service Representative Expert

AfterQuery is seeking Customer Service Representative Experts to create and refine customer support challenges for training AI models. In this remote, flexible role, you will design and evaluate customer service scenarios that test the AI's ability to interpret and apply complex customer support principles, ensuring that our models can navigate real-world customer interactions, problem-solving situations, and service delivery with precision and practical insight. Your expertise will help bridge the gap between effective customer service practice and innovative AI solutions, making a tangible impact on the future of customer support technology.

What you'll do

• Develop high-quality customer service questions and case studies that challenge AI models on topics such as conflict resolution, product troubleshooting, complaint handling, communication techniques, empathy and de-escalation, policy interpretation, omnichannel support, and more.
• Evaluate and validate model responses, offering detailed feedback to ensure accuracy and adherence to customer service best practices and industry standards.
• Collaborate with a team of customer service and technical experts to fine-tune question difficulty and ensure content is both challenging and educational.

Requirements

• High school diploma or equivalent (associate or bachelor's degree preferred).
• Proven experience as a customer service representative with a robust understanding of customer support operations and service best practices.
• Exceptional analytical, written, and verbal communication skills, with a keen eye for detail.

Nice to have

• Multiple years of customer service experience, ideally across diverse industries and support channels (phone, email, chat, social media, in-person, etc.).
• Prior involvement in customer service training, quality assurance, or customer experience initiatives.
• Experience with CRM systems, escalation management, or customer retention strategies is a plus.
• Familiarity with AI or technology-driven customer service applications is a plus.