Remote | Customer Support Assistant — $21–$45/hour

We are sharing a specialised consulting opportunity for experienced Customer Support Assistants with strong expertise in customer communication, empathy, problem solving, CRM systems, and product knowledge to contribute to an advanced AI training and customer-support evaluation project.

Selected professionals will apply real-world customer-support expertise to create, review, and improve support interactions, documentation, and scenario-based materials used to train AI systems. The work requires excellent written and verbal communication, strong judgement, and the ability to resolve complex customer issues with clarity and empathy. No prior experience in AI is required.

Key Responsibilities

Customer Communication & Support

• Deliver clear, empathetic, and efficient responses to customer inquiries
• Adapt communication style across different support channels and customer situations
• Maintain appropriate tone, professionalism, and clarity in written and verbal interactions
• Handle sensitive or complex cases with patience and sound judgement
• Support positive customer outcomes through solution-oriented communication

CRM & Case Management

• Use CRM software to document, manage, and track customer interactions
• Maintain accurate records of issues, actions taken, and resolutions
• Organise cases consistently to support efficient follow-up and reporting
• Apply strong attention to detail when updating customer information and support histories
• Use digital support tools effectively within structured workflows

Problem Solving & Root-Cause Analysis

• Analyse customer issues and identify underlying causes
• Develop practical and actionable solutions
• Distinguish between isolated incidents and recurring support problems
• Escalate issues appropriately when additional expertise or authority is required
• Apply analytical judgement in fast-paced customer-support environments

Product Knowledge & User Education

• Apply strong product knowledge to answer customer questions accurately
• Explain features, processes, and solutions in accessible language
• Guide users through troubleshooting or product workflows
• Identify opportunities to improve customer understanding and self-service
• Support effective transfer of product knowledge across support interactions

Support Documentation & AI Training

• Create and review FAQs, knowledge-base materials, support documentation, and best practices
• Contribute scenario-based examples reflecting realistic customer-support situations
• Provide structured feedback on common customer challenges and sentiment trends
• Help identify high-quality response patterns for AI-training purposes
• Support continuous improvement of customer-service guidance and support standards

Ideal Profile

• Minimum of 3 years of professional customer-support experience
• Proven ability to manage complex customer cases with empathy and a solution-focused approach
• Excellent written and verbal communication skills
• Strong attention to tone, clarity, and customer context
• Advanced proficiency with CRM platforms and digital support tools
• Strong understanding of product knowledge transfer and user education
• Strong analytical and problem-solving ability
• Comfortable working in fast-paced and evolving support environments
• Experience creating or reviewing support documentation is highly valuable
• Experience working in remote or distributed teams is beneficial
• Strong organisational skills and attention to detail
• No prior AI-training or model-evaluation experience is required

Engagement Details

• Independent contractor engagement
• Fully remote
• Open to U.S.-based candidates
• Compensation: $21–$45/hour
• Work will involve customer-support scenario evaluation, CRM-based case workflows, problem solving, product guidance, documentation, and AI-training input
• Strong written communication, empathy, and customer-service judgement are central to this engagement
• Assignments may involve multiple communication channels and varied customer-support scenarios
• Project scope, workload, support topics, and evaluation standards may evolve depending on project requirements
• Work must be completed without using confidential or proprietary information belonging to any employer, client, customer, institution, or other third party

About the Platform

This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams.

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