Understand reported issues and manage expectations
Act as first-line support when customers surface issues: clarify context, set expectations, and decide what needs investigation.
Remote role for Philippines-based operators
Conversational AI Analyst
Help us monitor AI-handled customer conversations and act as first-line support: understand reported issues, manage customer expectations, diagnose root causes, and work with the internal team to resolve problems before they become bigger operational failures.
First-line supportAI conversation reviewRoot-cause diagnosisInternal escalation
PHP 40,000-65,000/monthCustomer support, QA, SaaS, IT, BPO, or ops experiencePractical assessment required
About Stellah AI
We build AI systems for customer conversations.
Stellah AI helps service businesses handle customer conversations, qualify leads, support booking flows, and keep customer operations running smoothly.
This role sits between customers, client playbooks, and the AI system. You help spot the details that could create wrong expectations, confused customers, or avoidable work for the internal team.
What you will own
You will be the human judgment layer for customer conversations.
You are not only answering tickets or checking AI replies. You help Stellah understand what is really happening across the customer, client, playbook, AI system, and internal operations.
Review AI conversations against client playbooks
Check whether the AI followed the correct rule, asked the right question, and avoided risky claims.
Diagnose root causes across connected variables
Understand how customer context, client policies, service constraints, AI behavior, and workflow outcomes affect each other.
Coordinate fixes with the internal team
Write short notes that explain the issue, likely root cause, why it matters, and what should happen next.
Fit filter
Strong candidates usually have this pattern.
We care more about judgment, root-cause thinking, and consistency than polished corporate language. Specific examples beat generic claims.
Likely a fit
- Customer-facing tech support, SaaS support, IT support, QA, BPO, CX ops, or similar experience
- Comfort reading detailed playbooks and applying rules in the correct order
- Able to connect client requests, customer context, AI behavior, and operational constraints
- Can identify the root issue behind a feature request, bug report, or unclear customer conversation
- Strong written English with short, useful internal notes
- Able to spot edge cases, risky replies, missing context, and unclear instructions
- Self-starting and reliable with minimal supervision
Probably not a fit
- You prefer scripts over judgment and do not like investigating details
- You take instructions literally without asking what problem the instruction is trying to solve
- You struggle to reason through relationships between policies, customer context, data, and workflow outcomes
- You rush written work or skip instructions when the task feels repetitive
- You want a basic ticket-answering role with no QA or process ownership
- You are uncomfortable having AI-assisted work reviewed and scored
- You need constant direction before taking the next obvious step
Hiring process
The process is intentionally practical.
We are filtering for careful operators, not people who can write a perfect cover letter.
Application
Answer the written questions carefully. The instruction check matters.
Video intro
Shortlisted applicants send a 2-3 minute video with examples and availability.
Practical assessment
You review a mock client playbook and identify conversation issues.
Zoom interview
We discuss your reasoning, judgment, and how you handle unclear cases.
Paid trial
Finalists complete a realistic task before any long-term decision.
Application
Apply only if this sounds like the kind of work you can do well.
Read each question carefully. Include the word playbook in your final answer to confirm that you followed the instructions.
FAQ
Before you apply
What experience is most useful?
Customer-facing tech support, SaaS support, IT support, BPO, QA, CX operations, CRM operations, and similar roles are useful if you can show strong judgment, root-cause thinking, and attention to detail.
Is this a normal customer support job?
No. The core work is monitoring AI-assisted customer conversations, checking them against client playbooks, understanding what issue a client or customer is really surfacing, and writing useful internal notes.
Can I use AI tools during the process?
You may use AI tools where the instructions allow it, but you must disclose how you used them and how you checked the output. Blind AI answers are a weak signal.
Why is there a practical assessment?
The role depends on real judgment: finding hidden edge cases, applying rules in order, understanding relationships between variables, and avoiding unnecessary escalation. The assessment tests that directly.
What is the salary range?
The budgeted range is PHP 40,000-65,000 per month, depending on experience, fit, and scope. Final compensation is confirmed only at offer stage.