Customer Support Specialist (Remote)

About the role

Our client, a leading AI organization, is looking for experienced Customer Support Specialists to help model, review, and validate policy‑driven case workflows. The role is fully remote and involves working with cross‑functional teams to ensure high‑accuracy decision‑making in regulated environments.

Key responsibilities

• Review and analyze structured case notes, customer inquiries and supporting documentation.
• Apply established policies, regulatory guidelines and procedural frameworks to determine accurate case outcomes.
• Simulate real‑world support and case‑resolution workflows, handling standard, complex and edge‑case scenarios.
• Identify inconsistencies, policy conflicts or out‑of‑scope requests and escalate appropriately.
• Maintain quality standards for accuracy, tone, compliance and documentation in all responses.
• Collaborate with remote, cross‑functional teams supporting AI training, evaluation and quality assurance initiatives.

Required profile

• Minimum 3 years of experience in customer support, case management, trust & safety, or other policy‑driven environments.
• Excellent written communication with strong attention to detail.
• Proven ability to work within compliance‑sensitive, regulated or policy‑based frameworks.
• Strong analytical abilities to synthesize documentation into clear, actionable decisions.
• Background in education, law, social services, public administration or regulatory operations is a plus.

Required skills

What we offer

• Independent contractor engagement with flexible scheduling.
• Fully remote work with global collaboration.
• Weekly payments via Stripe or Wise.
• Project duration based on performance and client needs.