Data Annotator - Customer Service Operations

Data Annotator — Customer Service / Case Management Location: Remote (North America + South America) Compensation: US based = $45 per hour Role Type: Contract (Mid–Senior Level) About the Role We are hiring Data Annotators with strong backgrounds in Customer Support Operations and CRM Case Management. Your primary responsibility will be to annotate, review, and validate structured and unstructured data related to customer service workflows, ensuring accuracy against real-world SLA, entitlement, and escalation logic. You will work closely with operational runbooks (XLSX/PDF/DOCX), test case documents, and CRM-style tables to ensure that all workflow scenarios are annotated correctly and reflect true business processes. Key Responsibilities • Annotate and label data related to customer support workflows, including case creation, entitlement checks, SLA timers, escalation triggers, and queue routing. • Review and refine test cases to ensure accuracy with real CRM logic. • Cross-reference annotations with operational documentation (runbooks, SLA matrices, entitlement tables, escalation policies). • Validate logic across structured data sources (e.g., accounts, activities, goals, entitlement tiers). • Identify mismatches, missing logic, or inconsistent workflow rules. • Provide clear written explanations for annotation decisions. • Interpret read-only SQL outputs (no coding required) to verify data relationships. • Maintain high annotation quality and consistency across large datasets. Required Qualifications • 4+ years experience in: • Customer Service / Support Operations • CRM Case Management (Salesforce, ServiceNow, Zendesk, Dynamics, etc.) • SLA & Entitlement management, Escalation policies, or Queue routing logic • Prior experience with data annotation or detailed, rules-based data review. • Ability to interpret workflow diagrams, service policies, and runbooks. • Strong written reasoning and attention to detail. • Comfortable reviewing large amounts of documentation and structured data. • Able to interpret SQL SELECT outputs (read-only). • Based in Europe with the ability to work fully remote. Preferred Qualifications • Experience in Financial Services or Retail support operations. • Familiarity with QA for CRM test cases or internal workflow validation. • Previous work on data labeling, content review, or annotation tasks in a structured environment. What We Offer • Remote-first contract work • Flexible hours • Collaborative domain-specialist environment • Competitive rate: $30/hour