Customer Support Specialist - Freelance AI Trainer

About the Role

Mindrift facilitates connections between experts and project-oriented AI initiatives driven by prominent technology firms. Contributors engage in temporary, project-based roles aimed at assessing and enhancing AI systems rather than permanent employment.

Key Responsibilities

• Develop and assess scenarios related to fee inquiries and statement clarifications, ensuring fee amounts align with disclosed fee schedules and differentiating descriptor-mapping questions from genuine fraud claims.
• Create autopay and payment setup scenarios containing intentional errors such as incorrect payee information, insufficient-funds policies, incorrect draft dates, or omitted confirmation steps.
• Construct card replacement and fraud claim scenarios that examine the urgency of card blocking, recognition of fraud signals, quality of intake information, and seamless transition to the disputes team.
• Design account closure scenarios testing logic for retention offer eligibility, verification of pending transactions, and refusal to provide offers to ineligible customers.
• Evaluate responses based on factual correctness and conversational quality, including exhibiting empathy during stressful interactions, appropriate communication style per channel (voice versus chat), and clarity without over-promising results.

Candidate Profile

• Degree in Finance, Business Administration, Economics, Communications, Psychology, Marketing, or related fields preferred.
• At least two years of professional experience in customer service, banking, retail, or financial services.
• Recent or ongoing experience supporting customer service, financial, or related roles.
• Strong judgment in routing inquiries with the ability to interpret fee schedules or policy documents to determine applicable rules.
• Experience as a quality assurance analyst, call-center trainer, or conversation designer is advantageous.
• Proficient written English skills equivalent to C1 level or above.

Additional Information

Submission of CV in English with stated English proficiency level is mandatory.

Project Workflow: Apply → Complete qualification assessments → Join selected project → Perform assigned tasks → Receive payment.

Time Commitment: During active project phases, workload is estimated at 10-20 hours weekly; actual hours depend on project demands and are not guaranteed.

Compensation: Payment can reach up to 60 US dollars per hour, varying according to contributor expertise and speed. Compensation may differ across various projects based on complexity and requirements.