[Hiring] Customer Support Representatives @Prolific Academic

Role Description

We’re looking for Customer Support Representatives to join our Expert Network to help train and evaluate cutting-edge AI models using real service expertise. If you have the necessary experience, we’ll send you a quick 10- to 15-minute test to assess your skills and suitability for AI tasks. If successful, you’ll be invited to join Prolific as a participant, where you’ll get paid to train and evaluate powerful AI models.

Researchers looking for your skills tend to pay up to $30 per hour. You must be prepared to complete paid tasks that require one hour of uninterrupted work, though many are shorter.

Qualifications

• 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.
• Multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality.
• A PayPal account to receive payment from our clients.

Requirements

• Evaluate AI-generated support replies for accuracy, brand voice consistency, and "helpfulness" scores.
• Create realistic support tickets and dialogue flows to test how AI handles edge cases, angry customers, or complex inquiries.
• Audit AI-generated FAQ articles and macros to ensure they are easy for customers to follow and technically correct.
• Annotate model responses to identify if the tone is appropriately empathetic, professional, or overly robotic.
• Compare AI outputs against standard Support QA rubrics to ensure they meet professional service standards.

Key Technologies

• 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.

Benefits

• Competitive pay rates.
• Flexible hours.
• Ability to work from home.