Customer Support & Experience - AI Training
About Prolific: Prolific is not just another player in the AI space – we are building the biggest pool of quality human data in the world. Over 35,000 AI developers, researchers, and organizations use Prolific to gather data from paid study participants with a wide variety of experiences, knowledge, and skills.
The role
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 required 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.
What you'll bring
* Professional Experience: years of experience in a high‑volume customer support, technical support, or client success role.
* Communication Excellence: exceptional written English skills with ability to adjust tone, empathy, and clarity based on different customer personas.
* Problem‑Solving Skills: proven ability to de‑escalate complex situations and provide step‑by‑step troubleshooting for technical or billing issues.
* Efficiency: high typing speed and ability to navigate multiple information sources quickly to find accurate answers.
* Attention to Detail: a "sharp eye" for identifying subtle errors in logic, tone, or factual accuracy in support responses.
* Language Proficiency: multilingual capabilities are a significant plus, especially for evaluating translation and localized support quality.
* A PayPal account to receive payment from our clients.
What you'll be doing in the role
* 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.
Key Technologies
* CRM & Helpdesk Tools: proficiency with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
* Communication: expert use of Slack, Microsoft Teams, and email ticketing systems.
* Documentation: familiarity with Confluence, Notion, or Guru for internal knowledge management.
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