Customer Support Specialist (Remote)

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