Customer Support & Success Domain Expert – AI Model Training
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Job Description
Customer support and success expert improving training and evaluation of advanced AI models. Applying real-world onboarding, ticketing, retention, billing, and CRM expertise.
Responsibilities:
- Collaborate with AI research and engineering teams to identify knowledge gaps and improve model performance
- Review and validate multi-step customer support and success workflows, including ticket triage, escalations, churn and renewals, usage and adoption reporting, onboarding, installation, billing, and failed payment resolution
- Create realistic customer support and success scenarios using real-world ticket data, CRM systems, helpdesk workflows, and billing constraints
- Develop structured solutions for AI training and evaluation
- Assess AI-generated responses, customer communications, and task outputs against evaluation rubrics
- Provide clear, detailed, and actionable written feedback
- Validate, refine, and improve evaluation rubrics
- Collaborate with subject matter experts, researchers, and technical teams to maintain training dataset quality
- Ensure customer interactions, support decisions, escalation processes, and success workflows reflect real-world business practices
Requirements:
- Substantial professional experience in Customer Support, Customer Success, or Technical Onboarding, preferably within business-to-business (B2B) environments
- Hands-on experience in ticket triage and technical escalation, churn and renewal management, or onboarding and implementation
- Practical, day-to-day experience with customer support, CRM, billing, and analytics platforms such as Intercom, HubSpot, Stripe, and Metabase, or equivalent tools such as Zendesk, Salesforce, and Looker
- Strong understanding of customer communication standards, support processes, service policies, and customer success operations
- Ability to critically evaluate customer interactions for authenticity, accuracy, and policy compliance
- Demonstrable career progression and increasing levels of professional responsibility
- Excellent written communication skills
- Strong analytical thinking and attention to detail
- Ability to commit reliably to 40 hours per week, Monday to Friday
Benefits:
- W-2 employment arrangement
- Full-time commitment of 40 hours per week
- Opportunity to work directly with a leading AI lab as part of its extended workforce
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