Customer Support Task Author (AI Training)

Berlin

**About The Role** Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. As a Task Author for the Customer Support / Success role, you will design and calibrate end-to-end support triage tasks --- reading a ticket, checking account configuration, searching runbooks, and deciding between fix and escalation --- that reflect the real judgment calls experienced support professionals make under ambiguity. This is a fully remote, flexible contract role open to experienced support engineers and customer success professionals in Berlin and across Germany who want to contribute to internationally impactful AI research. * Organization: Alignerr * Type: Hourly Contract * Location: Remote * Commitment: 10--40 hours/week **Key Responsibilities** * Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions. * Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked. * Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario. * Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning. * Calibrate task difficulty --- adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately. * Review and correct AI-drafted task prompts or rubrics when provided. **Qualifications** * Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience. * Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks). * Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct. * Comfortable defining verifiable correctness criteria --- not just "good customer service" but an objectively defensible resolution or escalation decision. * Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation. **Nice to Have** * Experience supporting enterprise or industrial software products. * Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases. **Why Join Us** * Work on cutting-edge AI projects alongside leading research labs. * Fully remote and flexible --- work when and where it suits you. * Freelance autonomy with the structure of meaningful, task-based work. * Contribute directly to how AI agents handle real enterprise support scenarios. * Potential for ongoing work and contract extension as new projects launch.