mpathic2
Customer Support Specialists, AI Response Evaluation
Seattle, Washington, United States · Part-time
Sponsorship not specified$30k-$40kDetected 20 days ago
Customer SupportCommunicationProblem SolvingMentoring
About the role
- You will identify issues such as incorrect information, poor customer experience, inappropriate tone, or failure to resolve user needs effectively.
- Evaluating tone, empathy, and professionalism in customer interactions
- Assessing whether AI responses appropriately address customer intent and resolve issues
Responsibilities
- Common support workflows (triaging, troubleshooting, escalation)
- mpathic is seeking part-time Customer Support Specialists to support a red-teaming and quality assurance (QA) campaign focused on evaluating AI system behavior in customer-facing interactions.
- In this role, you will review AI-generated responses and multi-turn conversations to assess quality, accuracy, tone, and safety-similar to evaluating customer support agents.
- This is not a traditional support role. Instead, it focuses on evaluating AI performance, applying your customer support expertise to assess how well AI systems handle real-world customer interactions.
- You will help identify, prevent, and characterize risks that emerge when users interact with AI-powered support systems.
- Reviewing AI-generated customer support responses for accuracy, clarity, and helpfulness
- Identifying poor support behaviors (e.g., dismissiveness, lack of resolution, incorrect guidance)
- This is not a traditional support role.
- Instead, it focuses on evaluating AI performance, applying your customer support expertise to assess how well AI systems handle real-world customer interactions.
- Participating in or reviewing red teaming exercises to surface failure modes in support scenarios
Requirements
- Professional experience in one or more of the following:
- Strong understanding of:
- Ability to identify:
Nice to have
- Sign NDAs and work with sensitive content
- Nice to Have (Not Required)
- Background in trust & safety or content moderation
- Experience with chatbot or AI-assisted support tools
- Familiarity with CX metrics (CSAT, QA scoring, resolution rate)
- Interest in AI, automation, or improving customer experience systems
Skills
- Collaborating with interdisciplinary teams on AI quality, safety, and evaluation frameworks
Compensation
- $30-40/hour, depending on experience and specific project tasks/difficulty
Benefits
- Our reviewers bring deep expertise in behavioral analysis, conversational design, mental health, and increasingly, financial and enterprise decision-making contexts.
Company info
- How customers interpret and respond to support interactions
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This listing is sourced directly from mpathic2's careers page and normalized into a canonical job model.