Role Overview

One of our clients is partnering with a leading AI organization to improve how advanced artificial intelligence systems process, evaluate, and resolve complex, policy-driven cases in regulated environments. We are seeking experienced Customer Support Specialists, Case Managers, and Operations Support professionals to help model, review, and validate workflows involving policy interpretation, structured data analysis, and end-to-end case resolution.

This role is ideal for professionals with experience handling sensitive customer inquiries, compliance-focused workflows, and high-accuracy decision-making in environments such as trust & safety, content moderation, education services, legal support, or public sector operations.

Key Responsibilities

Review, analyze, and interpret structured case notes, customer inquiries, and supporting documentation
Apply established policies, regulatory guidelines, and procedural frameworks to drive accurate case outcomes
Simulate real-world customer support and case resolution workflows, including standard, complex, and edge-case scenarios
Identify inconsistencies, policy conflicts, ambiguous cases, or out-of-scope requests and escalate as needed
Ensure all responses meet quality standards for accuracy, tone, compliance, and documentation
Collaborate within remote, cross-functional teams supporting AI training, evaluation, and quality assurance initiatives

Required Qualifications

3+ years of experience in customer support, case management, operations, trust & safety, or policy-driven environments
Excellent written communication skills with strong attention to detail and consistency
Proven ability to work within compliance-sensitive, regulated, or policy-based frameworks
Strong analytical skills with the ability to synthesize documentation into clear, actionable decisions
Background in education, law, social services, public administration, or regulatory operations is preferred

Contract & Payment Terms

Independent contractor engagement
Fully remote role with flexible scheduling and global collaboration
Project duration may vary based on performance, quality metrics, and client needs
Weekly payments via Stripe or Wise
No access to confidential or proprietary data from prior employers is required
H-1B and STEM OPT sponsorship are not available

Application Process

Submit your resume
Complete a brief questionnaire outlining your experience with case-based workflows, policy interpretation, and compliance-driven decision-making

Customer Support Specialist (Remote)