Customer Service Subject Matter Expert (SME)

Overview

SME Careers is seeking a Customer Service Subject Matter Expert for an hourly, remote contractor role focused on creating a custom dataset of natural, human-enacted customer service conversations. The work supports training and improving speech-to-speech AI agents. There is no immediate project for this role; qualified candidates may be contacted first when relevant opportunities become available through the expert network.

This role involves participating in realistic customer service scenarios and using professional experience in client communication, issue resolution, support workflows, and customer relationship management to make conversations feel authentic and useful for AI training.

What You'll Do

• Take part in customer service scenarios that reflect real-world support interactions.
• Create natural, professional conversations for AI training data.
• Apply issue-resolution techniques, active listening, empathy, and clear communication.
• Support the evaluation and ranking of AI responses for accuracy, fluency, and relevance.
• Help test AI models for inaccuracies or bias 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, or response evaluation.
• Strong knowledge of customer support workflows, including troubleshooting, escalation, follow-up, and resolution.
• Excellent spoken English at C1+ level, with clear and fluent verbal communication.
• Experience handling customer inquiries, complaints, service requests, and escalations.
• Ability to adjust tone and communication style based on customer needs and context.
• Reliable, self-directed, and able to deliver consistent quality in an hourly contractor setting.