Customer Support Reps - AI Training - Glasgow, UK

Summary

Prolific is building the biggest pool of quality human data in the world, catering to AI developers and researchers. They are seeking Customer Support Representatives to help train and evaluate AI models using real service expertise, ensuring accuracy and quality in AI-generated responses.

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
• Multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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