Customer Support Email Analyst

About this role

Job Summary: In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters.

Skills

Key responsibilities

• Review and analyze customer support email communications to ensure adherence to established guidelines and quality standards.
• Evaluate the clarity, tone, accuracy, and overall effectiveness of both human and automated responses.
• Identify potential failure modes, inconsistencies, or areas for improvement within automated customer support interactions.
• Provide actionable feedback and reporting to enhance the customer experience and improve communication workflows.
• Collaborate closely with the customer's team to align evaluation processes and maintain consistency in quality assessment.
• Leverage reference materials to effectively benchmark and calibrate automated responses.
• Document findings and contribute to best practices for continuous service enhancement.

Required skills & qualifications

• Proven background in customer support, customer experience, or a related field with a strong emphasis on written communication.
• Exceptional command of the English language, both written and verbal, with a keen eye for detail and nuance.
• Demonstrated experience in performing quality evaluations or audits of customer support content.
• Analytical mindset with the ability to assess tone, intent, and accuracy in responses.
• Strong organizational and documentation skills for tracking findings and recommendations.
• Comfort working independently in a fully remote environment while collaborating with cross-functional teams.
• Genuine care for delivering outstanding customer experiences through every touchpoint.

Preferred qualifications

• Previous experience evaluating or training AI-powered or automated customer support systems.
• Exposure to quality assurance methodologies in a customer support context.
• Background in process improvement, customer support, customer experience or customer service training.