Customer Service Operator

About the Role

Turing is seeking experienced Customer Service Operators to help build and evaluate real-world customer support workflows used for training and benchmarking advanced AI systems.

In this role, you will recreate customer service processes, validate AI-generated responses, simulate support operations, and create high-quality datasets that help improve Large Language Models (LLMs). Your expertise will help ensure AI systems can handle real customer interactions while maintaining quality, compliance, and trust standards.

Key Responsibilities

Recreate Customer Support Workflows

• Model real-world customer service operations including ticket handling, live chat support, email support, refunds and returns, and knowledge base maintenance
• Document workflows and operational procedures used in customer support environments

Evaluate AI Outputs

• Review and validate AI-generated responses
• Assess outputs for accuracy, compliance, trustworthiness, customer experience quality, and policy adherence
• Identify weaknesses and improvement opportunities in AI performance

Simulate Customer Operations

• Create scenarios involving escalation handling, SLA monitoring, quality assurance reviews, and support workflow management
• Test AI performance against realistic operational challenges

Create Training & Evaluation Data

• Produce structured annotations and datasets
• Develop examples that improve AI training and benchmarking
• Support evaluation efforts through high-quality labeled data

Required Qualifications

• Experience in customer service operations, including ticket handling, chat support, email support, refund and return processes, and knowledge base management
• Familiarity with one or more of: Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, Jira, or similar support platforms
• Strong attention to detail
• Ability to identify AI limitations within customer support workflows
• Understanding of how operational data is used to train and evaluate AI systems
• Excellent written English communication skills

Work Expectations

• Minimum 30 hours per week
• At least 4 hours per day
• Minimum 4-hour overlap with PST time zone
• Fully remote work environment
• Contract duration of approximately 1 month

About Turing

Turing is a leading AI research accelerator that supports frontier AI laboratories and global enterprises through advanced training data, research expertise, and AI system development.