Customer Support Specialist - Freelance AI Trainer

About Mindrift and Role Overview

Mindrift collaborates with specialists to engage in project-based AI initiatives for leading technology firms, focusing on assessing and enhancing AI systems. This role offers participation on a project basis rather than permanent employment.

Key Responsibilities

• Develop and assess scenarios related to fee inquiries and statement clarifications, ensuring fee amounts align with published schedules and differentiating between descriptor mapping questions and authentic fraud issues.
• Construct autopay and payment setup scenarios embedding intentional challenges such as incorrect payees, insufficient funds policies, flawed draft dates, or skipped confirmation steps.
• Create scenarios for card replacement and fraud claims that test the urgency of card blocking, recognition of fraud signals, precise intake of information, and smooth transfer to the disputes team.
• Design account closure scenarios that evaluate retention offer eligibility rules, verify pending transaction conditions, and enforce refusal of offers for ineligible customers.
• Assess responses for both factual correctness and communication quality, emphasizing empathy under stress, appropriate tone for the communication channel (voice or chat), and clear messaging without making excessive promises.

Candidate Profile and Requirements

• Degree in disciplines such as Finance, Business Administration, Economics, Communications, Psychology, Marketing, or comparable fields.
• Minimum of two years' experience in customer service, banking, retail, or financial services roles.
• Recent or current engagement in customer support or financial service positions, or related fields.
• Sound routing judgment, including the ability to interpret fee schedules or policy documentation to apply relevant rules correctly.
• Background as a QA analyst, call-center trainer, or conversation designer is highly advantageous.
• Proficiency in written English at C1 level or above.

Project Workflow and Expectations

The selection process includes application, qualification assessments, project joining, task execution, and payment disbursement. Active project phases may demand approximately 10 to 20 hours of work per week; however, this is only an estimate and workload can vary.

Compensation

Contributors can earn up to $50 per hour based on their contribution speed and expertise. Compensation may differ depending on the project's complexity and requirements.

Additional Instructions

Applicants should submit their CVs in English, clearly stating their English proficiency level.