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Junior AI Customer Support Escalation Predictor

Evelyn Vestergaard

Contract · Job · Chicago

About the role

Customer support tickets don't escalate randomly. The tickets that become escalations — agent-to-supervisor transfers, executive complaints, social media blowups, or churn-triggering interactions — share signals detectable early in the ticket lifecycle: sentiment trajectory, topic category, customer tier, prior unresolved interactions, and the speed with which initial responses fail to satisfy. Predicting escalation risk early lets support teams prioritize high-risk tickets for senior agent assignment before the customer reaches frustration threshold. Our knowledge base platform processes 1.8 million support interactions per year for 55 enterprise clients. Escalation prediction is a workflow intelligence capability we're building to sit alongside our ticket deflection tools. We have the ticket history data; what we haven't built is the early-warning model that scores new tickets for escalation risk and surfaces the highest-risk ones for priority routing. This is a 6-month contract. As a junior developer, you'll build the ticket feature engineering pipelines and prediction serving components under senior engineer guidance. Your work: extracting ticket signals from structured and text fields, computing feature vectors for escalation risk scoring, and building the routing alert integration that surfaces high-risk ticket flags to support queue management systems.

Responsibilities

  • Build ticket feature extraction pipeline computing escalation risk signals from ticket metadata and text fields
  • Implement customer context enrichment joining ticket signals with customer tier, history, and sentiment trajectory
  • Develop prediction serving endpoint returning escalation risk scores for newly opened tickets
  • Create routing alert integration surfacing high-risk ticket flags to support queue management
  • Build escalation prediction audit log tracking scores and eventual outcomes for model improvement
  • Maintain pipeline as new ticket categories and support channel integrations are added

Requirements

  • 1+ year of Python and SQL development experience
  • Basic familiarity with text processing or classification APIs
  • Interest in customer experience analytics, support automation, or workflow intelligence
  • Attention to pipeline reliability and prediction accuracy tracking
  • Reliable async communication for a contract engagement

Benefits

  • Fully remote contract — 6-month engagement
  • Flexible schedule
  • Competitive contract rate
  • Mentorship from senior engineers
  • Potential for full-time conversion

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Categories

Automation & AI Workflows data science & analytics

Skills

python sql pandas statistics openai api

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Job Type

Contract

Level

Junior

Language

English

Salary Range

Under $60k / year

AI Expertise

Automation & AI Workflows data science & analytics

Skills

python sql pandas statistics openai api

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