Customer Support Specialists, AI Response Evaluation

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    "description": "<ul></ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About mpathic.ai</span></p>\n<p><span style=\"font-size: 10pt\">Keeping the human in AI. mpathic is a trusted leader in advancing quality and safety in AI systems through expert-led evaluation and human data. We partner with leading technology companies to support red teaming, trust &amp; safety, expert annotation, and model evaluation across high-stakes domains.</span></p>\n<p><br><span style=\"font-size: 10pt\">Our reviewers bring deep expertise in behavioral analysis, conversational design, mental health, and increasingly, financial and enterprise decision-making contexts.</span><br></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About the Role</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt\">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. You will identify issues such as incorrect information, poor customer experience, inappropriate tone, or failure to resolve user needs effectively.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt\">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.</span><br></p>\n<p><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What You’ll Be Working On </span></span></p>\n<p><span style=\"font-size: 10pt\">You will help identify, prevent, and characterize risks that emerge when users interact with AI-powered support systems.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt\">Responsibilities may include:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Reviewing AI-generated customer support responses for accuracy, clarity, and helpfulness</span></li>\n<li><span style=\"font-size: 10pt\">Evaluating tone, empathy, and professionalism in customer interactions</span></li>\n<li><span style=\"font-size: 10pt\">Identifying poor support behaviors (e.g., dismissiveness, lack of resolution, incorrect guidance)</span></li>\n<li><span style=\"font-size: 10pt\">Assessing whether AI responses appropriately address customer intent and resolve issues</span></li>\n<li><span style=\"font-size: 10pt\">Evaluating how AI handles frustration, confusion, or escalating user behavior</span></li>\n<li><span style=\"font-size: 10pt\">Identifying gaps in responses, including missing steps, unclear instructions, or lack of follow-through</span></li>\n<li><span style=\"font-size: 10pt\">Detecting overconfident, misleading, or incorrect responses</span></li>\n<li><span style=\"font-size: 10pt\">Evaluating multi-turn conversations for consistency, escalation handling, and resolution quality</span></li>\n<li><span style=\"font-size: 10pt\">Identifying patterns of agreement without problem-solving (e.g., empty empathy or unhelpful reassurance)</span></li>\n<li><span style=\"font-size: 10pt\">Participating in or reviewing red teaming exercises to surface failure modes in support scenarios</span></li>\n<li><span style=\"font-size: 10pt\">Supporting quality assurance (QA) to ensure consistency across evaluations</span></li>\n<li><span style=\"font-size: 10pt\">Documenting edge cases, failure patterns, and customer experience risks</span></li>\n<li><span style=\"font-size: 10pt\">Providing structured written feedback to internal teams</span></li>\n<li><span style=\"font-size: 10pt\">Collaborating with interdisciplinary teams on AI quality, safety, and evaluation frameworks</span></li>\n<li><span style=\"font-size: 10pt\">Maintaining strict confidentiality and quality standards</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt\">This role requires strong judgment, attention to detail, and the ability to evaluate nuanced customer interactions.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">What We’re Looking For</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Successful candidates are detail-oriented, customer-focused, and experienced in evaluating or delivering high-quality support in fast-paced environments.</span><br></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">Professional experience in one or more of the following:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Customer support (chat, email, or phone)</span></li>\n<li><span style=\"font-size: 10pt\">Call centers or contact centers</span></li>\n<li><span style=\"font-size: 10pt\">Technical support or help desk roles</span></li>\n<li><span style=\"font-size: 10pt\">Online support environments (SaaS, e-commerce, fintech, etc.)</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Strong understanding of:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">High-quality customer experience and service standards</span></li>\n<li><span style=\"font-size: 10pt\">Effective communication in customer-facing interactions</span></li>\n<li><span style=\"font-size: 10pt\">Common support workflows (triaging, troubleshooting, escalation)</span></li>\n<li><span style=\"font-size: 10pt\">How customers interpret and respond to support interactions</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Ability to identify:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Poor or incomplete resolutions</span></li>\n<li><span style=\"font-size: 10pt\">Incorrect or misleading information</span></li>\n<li><span style=\"font-size: 10pt\">Inappropriate tone (e.g., robotic, dismissive, overly casual)</span></li>\n<li><span style=\"font-size: 10pt\">Lack of empathy or ineffective de-escalation</span></li>\n<li><span style=\"font-size: 10pt\">Failure to follow support best practices</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Strong written communication skills and ability to clearly explain reasoning</span></p>\n<p><span style=\"font-size: 10pt\">Experience with or interest in:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Evaluating conversations or QA for support teams</span></li>\n<li><span style=\"font-size: 10pt\">Working with AI tools, chatbots, or automated systems</span></li>\n<li><span style=\"font-size: 10pt\">Assessing how systems perform under real customer behavior</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Comfort with:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Tech tools and platforms (Slack, spreadsheets, dashboards)</span></li>\n<li><span style=\"font-size: 10pt\">Evaluating AI-generated responses (no coding required, but must be tech-comfortable)</span></li>\n<li><span style=\"font-size: 10pt\">Ambiguity, iteration, and feedback-driven workflows</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Willingness to:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Sign NDAs and work with sensitive content</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Nice to Have (Not Required)</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Experience in QA, coaching, or training within support teams</span></li>\n<li><span style=\"font-size: 10pt\">Background in trust &amp; safety or content moderation</span></li>\n<li><span style=\"font-size: 10pt\">Experience with chatbot or AI-assisted support tools</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with CX metrics (CSAT, QA scoring, resolution rate)</span></li>\n<li><span style=\"font-size: 10pt\">Interest in AI, automation, or improving customer experience systems</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Compensation</span></p>\n<p><span style=\"font-size: 10pt\">$30-40/hour, depending on experience and specific project tasks/difficulty</span></p>",
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