Customer Support Representative

About the Company

Prolific is building the biggest pool of quality human data in the world. Over 35,000 AI developers, researchers, and organizations use Prolific to gather data from paid study participants with a wide variety of experiences, knowledge, and skills.

Responsibilities

• Evaluate AI Chatbot Responses for accuracy, brand voice consistency, and helpfulness
• Simulate Customer Interactions by creating realistic support tickets and dialogue flows
• Refine Knowledge Bases by auditing AI-generated FAQ articles and macros
• Perform Sentiment Labeling to identify appropriate tone and empathy in model responses
• Conduct Quality Assurance by comparing AI outputs against standard Support QA rubrics

Requirements

• Years of experience in high-volume customer support, technical support, or client success
• Exceptional written English skills with ability to adjust tone and empathy
• Proven ability to de-escalate complex situations and provide technical troubleshooting
• High typing speed and ability to navigate multiple information sources
• Sharp eye for identifying errors in logic, tone, or factual accuracy
• Multilingual capabilities are a significant plus
• Must have a PayPal account to receive payment

Preferred Qualifications

• Proficiency with Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk
• Expert use of Slack, Microsoft Teams, and email ticketing systems
• Familiarity with Confluence, Notion, or Guru