Role Description BusPlanner is building a world-class Client Services practice, and we are looking for driven, talented, and technically-minded Product Support Specialists to join our journey. This is a unique opportunity to be a part of a growing team as we strive to make a positive impact in the world of school bus transportation. - Deliver industry-leading product and technical support to clients from across North America - Troubleshoot backend issues including data discrepancies, imports/exports, and performance concerns - Configure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applications - Work hands-on with database management systems (primarily SQL Server) to analyze and resolve client issues - Create and update help modules, client-facing documentation, and internal troubleshooting guides - Participate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverage Qualifications - 3+ years in a client-facing technical support or product support role - Strong proficiency in Windows environments (admin, configuration, command-line operations) - Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users - A proactive, problem-solving mindset and a desire to take ownership of technical challenges - Strong organizational skills and ability to prioritize multiple requests in a fast-paced setting Benefits - Competitive salary and performance-based bonuses - Full health and wellness benefits - Flexible work hours and remote-friendly setup - A collaborative team culture focused on exceptional customer service

• Evaluate AI outputs related to customer service and support interactions • Perform structured scoring, comparison, classification, and judgment tasks • Assess accuracy, clarity, tone, helpfulness, and alignment with support best practices • Identify hallucinations, misleading responses, policy violations, or unsafe guidance • Apply domain-specific customer support guidelines consistently across tasks • Validate and refine evaluation rubrics and edge-case handling • Perform adjudication where raters disagree • Conduct error analysis and qualitative reviews of model behavior • Partner with LILT research, product, and customer teams on evaluation design • Support red-teaming, policy alignment, and model readiness assessments

• Communicate with clients to gather needs and preferences • Research travel options and assist with planning • Coordinate bookings and confirmations • Prepare itineraries and documentation • Provide ongoing support and updates • Maintain accurate client records

• Provide timely, professional support to clients via email, chat, and phone • Assist with scheduling, follow-ups, and general administrative tasks • Maintain accurate records and document client interactions • Collaborate with internal teams to resolve issues and improve overall client satisfaction • Identify opportunities to enhance processes and improve the client experience