Customer Support & AI Training Specialist

Job Title: Customer Support Specialist & AI Training Partner — English + Urdu (Long-Term) Job Description: We're a fast-growing online entertainment & gaming platform building an AI-powered support assistant for the Pakistan market. We're looking for an experienced live chat support agent to handle real customer conversations and help train our AI to think, respond, and sound like the best human agent on the team. This is a hybrid role: part frontline support, part AI trainer. You'll be shaping how our bot understands Pakistani customers — their language, tone, objections, and expectations. What you'll do: Handle live customer chats (deposits, accounts, promotions, general support) as the human benchmark Review AI-generated responses and flag what sounds off, robotic, or culturally wrong for the PK market Help build the "playbook": common questions, best replies, escalation triggers, and the right Urdu/English/Roman-Urdu mix Annotate real conversations — what the customer actually meant vs. what they typed Identify edge cases and tricky scenarios the AI keeps getting wrong What we're looking for: 2+ years live chat / customer support experience (BPO, e-commerce, fintech, or similar) Native-level Urdu + fluent written English; strong grasp of how real Pakistanis chat online (Roman Urdu, slang, tone) Sharp judgment — you can explain why a reply works, not just that it does Comfortable giving structured feedback and thinking about conversations analytically Reliable internet + availability aligned to GMT+8 (Malaysia) peak hours Bonus: Experience in online gaming, sports betting, or high-volume transactional support Any exposure to AI tools, chatbots, prompt writing, or content/QA work Familiarity with Intercom, LiveChat, Zendesk, or WhatsApp Business To apply, answer these in your proposal: A customer writes in Roman Urdu: "bhai deposit kar dia par balance show nahi ho raha, scam hai kya?" — how do you reply? Write the exact message you'd send. Describe a difficult live-chat customer you handled and how you resolved it. How would you explain to a new agent (or an AI) the difference between a good and a bad support reply? This role involves online gaming/betting support — are you comfortable with that? (Yes/No) Applications that skip these questions will not be reviewed.

Project ID: 40559928