Customer Support Specialist – Freelance AI Trainer

Mindrift is hiring a Customer Support Specialist - Freelance AI Trainer on a project-based, part-time basis for professionals in Canada. This non-permanent engagement role focuses on developing and evaluating AI systems that power customer interactions in the financial services industry.

The Opportunity

Join Mindrift on behalf of leading technology companies in this project-based role. You'll design realistic customer service scenarios, evaluate AI system responses, and refine conversational interfaces used in banking and financial contexts. During active project phases, you can expect to contribute 10–20 hours per week, with compensation reaching up to $60 per hour equivalent—adjusted based on your expertise and contribution pace. Your work directly impacts how AI systems handle customer concerns around fees, payments, fraud, account management, and dispute resolution.

Your Responsibilities

• Develop fee-related customer interaction scenarios that test whether AI systems accurately validate amounts against published fee schedules and properly differentiate between labelling errors and fraudulent activity.
• Construct payment and autopay testing scenarios featuring realistic complications: misidentified recipients, insufficient funds constraints, incorrect transaction dates, and absent confirmation protocols.
• Build card management and fraud-response scenarios that evaluate AI system performance in recognizing urgency signals, identifying fraud patterns, gathering relevant intake data, and directing customers to specialist teams.
• Create account management scenarios focused on testing eligibility verification for retention offers, validation of outstanding transactions, and appropriate refusal of incentives to ineligible customers.
• Evaluate AI system responses using dual criteria: factual correctness and conversational quality, assessing empathy during difficult interactions, appropriate tone for the communication channel, and clarity in information delivery.

Qualifications

• Completion of a degree programme in Finance, Business Administration, Economics, Communications, Psychology, Marketing, or equivalent field of study.
• Minimum 2 years of professional experience in customer support, banking operations, retail, or financial services sectors.
• Active or recent employment in customer-facing support roles, banking, financial services, or similar customer interaction environments.
• Strong analytical judgment: ability to quickly assess whether a customer issue falls within appropriate service boundaries and apply policy documents to specific situations.
• Prior experience in quality assurance, call-centre training, conversation design, or similar roles is highly valued.
• Advanced written English proficiency (CEFR C1 or equivalent). Your application must include your CV submitted in English and your stated level of English proficiency.

About Mindrift

Mindrift connects skilled professionals with curated, project-based opportunities alongside leading technology companies. The platform specializes in artificial intelligence system refinement—bringing together subject-matter experts to test AI performance, evaluate outputs, and contribute to continuous improvements in AI-powered applications.

Applying for This Role

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