Customer Service Expert – AI Training

Overview

SME Careers is seeking Customer Service Subject Matter Experts for an hourly, remote contractor role supporting the creation of a custom dataset of natural, human-enacted customer service conversations used to train and improve speech-to-speech AI agents. The role is intended for experts with professional customer service experience who can bring realistic support interactions to project work. There is no immediate project for this role; qualified candidates will be among the first contacted when relevant opportunities arise through the expert network.

This role is with SME Careers, an AI data services company and subsidiary of SuperAnnotate.

What You'll Do

• Create natural customer service conversations across realistic support scenarios.
• Apply professional experience in client communication, issue resolution, support workflows, and customer relationship management.
• Use active listening, empathy, problem-solving, and appropriate resolution techniques while following project instructions and quality guidelines.
• Evaluate and rank AI responses to help improve accuracy, fluency, and contextual relevance.
• Test AI models for inaccuracies or biases and help validate reliability across use cases.

Requirements

• Bachelor’s degree or higher in Business Administration, Communications, Marketing, Management, or a related field, or equivalent professional experience.
• At least 2 years of professional customer service experience.
• At least 1 year of experience in AI training work such as data annotation, AI evaluation, model training, response evaluation, or similar tasks.
• Strong knowledge of end-to-end customer support workflows, including identification, troubleshooting, escalation, follow-up, and resolution.
• Excellent spoken English at C1+ level, with clear and fluent verbal communication; US only.
• Hands-on experience handling customer inquiries, complaints, service requests, and escalations across different scenarios.
• Ability to adapt communication style, tone, and approach to the customer and situation.
• Reliable, self-directed, and able to deliver consistent quality in an hourly remote contractor environment.

Skills

• Customer Service
• Issue Resolution
• Complaint Handling
• Escalation Management
• AI Training
• AI Evaluation
• English