Customer Support & Success Domain Expert – AI Model Training

This is a fully remote position, open to applicants in United States.

📋 Description

• Work collaboratively with AI research and engineering teams to pinpoint knowledge gaps and enhance model performance.

• Evaluate and validate comprehensive customer support and success workflows, covering aspects such as ticket triage, escalations, churn and renewals, usage and adoption reporting, onboarding, installation, billing, and resolution of failed payments.

• Develop realistic customer support and success scenarios utilizing actual ticket data, CRM systems, helpdesk workflows, and billing constraints.

• Design structured solutions for AI training and evaluation processes.

• Assess AI-generated responses, customer communications, and task outputs using established evaluation rubrics.

• Deliver clear, detailed, and actionable written feedback.

• Validate, refine, and enhance evaluation rubrics for better effectiveness.

• Partner with subject matter experts, researchers, and technical teams to ensure the quality of the training dataset.

• Ensure that customer interactions, support decisions, escalation procedures, and success workflows align with real-world business practices.

⛳️ Requirements

• Significant professional experience in Customer Support, Customer Success, or Technical Onboarding, ideally within business-to-business (B2B) settings.

• Practical experience in ticket triage and technical escalation, churn and renewal management, or onboarding and implementation processes.

• Hands-on experience with customer support, CRM, billing, and analytics platforms such as Intercom, HubSpot, Stripe, and Metabase, or similar tools like Zendesk, Salesforce, and Looker.

• Robust understanding of customer communication standards, support processes, service policies, and customer success operations.

• Ability to critically assess customer interactions for authenticity, accuracy, and adherence to policies.

• Proven track record of career advancement and increasing levels of professional responsibility.

• Exceptional written communication skills.

• Strong analytical thinking capabilities and attention to detail.

• Ability to consistently commit to 40 hours of work per week, from Monday to Friday.

🏝️ Benefits

• W-2 employment structure.

• Full-time commitment of 40 hours each week.

• Opportunity to collaborate directly with a leading AI lab as part of its extended workforce.