Freelance Customer Support Specialist – AI Trainer

About the role

We are looking for a freelance Customer Support Specialist to help train AI systems on financial‑service scenarios. This project‑based role is remote and focuses on designing, evaluating, and grading realistic customer interactions for AI testing.

Key responsibilities

• Design and evaluate fee inquiry and statement clarification scenarios, ensuring alignment with disclosed fee schedules.
• Create autopay and payment‑setup scenarios that include deliberate errors such as incorrect payees or insufficient‑funds policies.
• Build card replacement and fraud‑claim scenarios, testing urgency, fraud‑signal recognition, and handoff processes.
• Author account‑closure scenarios, checking retention‑offer eligibility and pending‑transaction rules.
• Grade AI responses for factual accuracy, empathy, appropriate tone, and clarity without over‑promising.

Required profile

• Degree in Finance, Business Administration, Economics, Communications, Psychology, Marketing, or a related field.
• 2+ years of experience in customer service, banking, retail, or financial services.
• Strong routing judgment and ability to interpret fee schedules or policy documents.
• Background as a QA analyst, call‑center trainer, or conversation designer is a strong plus.
• Excellent written English (C1+ level).

Required skills

• No specific technical skills required; focus is on domain knowledge and scenario design.

What we offer

• Up to $50 per hour, depending on experience and contribution speed.
• Estimated workload of 10–20 hours per week during active project phases.
• Remote, flexible schedule with project‑based engagement.