Job Title: Customer Support Email Analyst

Job Type: Contractor

Location: Remote

Job Summary: In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters.

Key Responsibilities:

1. Review and analyze customer support email communications to ensure adherence to established guidelines and quality standards.
2. Evaluate the clarity, tone, accuracy, and overall effectiveness of both human and automated responses.
3. Identify potential failure modes, inconsistencies, or areas for improvement within automated customer support interactions.
4. Provide actionable feedback and reporting to enhance the customer experience and improve communication workflows.
5. Collaborate closely with the customer's team to align evaluation processes and maintain consistency in quality assessment.
6. Leverage reference materials to effectively benchmark and calibrate automated responses.
7. Document findings and contribute to best practices for continuous service enhancement.

Required Skills and Qualifications:

1. Proven background in customer support, customer experience, or a related field with a strong emphasis on written communication.
2. Exceptional command of the English language, both written and verbal, with a keen eye for detail and nuance.
3. Demonstrated experience in performing quality evaluations or audits of customer support content.
4. Analytical mindset with the ability to assess tone, intent, and accuracy in responses.
5. Strong organizational and documentation skills for tracking findings and recommendations.
6. Comfort working independently in a fully remote environment while collaborating with cross-functional teams.
7. Genuine care for delivering outstanding customer experiences through every touchpoint.

Preferred Qualifications:

1. Previous experience evaluating or training AI-powered or automated customer support systems.
2. Exposure to quality assurance methodologies in a customer support context.
3. Background in process improvement, customer support, customer experience or customer service training.