Customer Support & Success Domain Expert

What You'll Do6

• Advise research and engineering teams on knowledge gaps that affect model performance in support, success, and onboarding workflows.
• Audit multi-step workflows such as ticket triage and escalation, churn and renewals, usage and adoption reporting, onboarding and installation, and billing and failed payments for realism and policy compliance.
• Design realistic support and success tasks grounded in actual ticket data plus CRM, helpdesk, and billing constraints, then write clear, accurate solutions.
• Score tasks and customer messages with rubrics, then explain your judgment in written feedback.
• Validate and sharpen evaluation rubrics across the customer support and success workflow taxonomy.
• Work with other subject matter experts to keep training data consistent and accurate.

Requirements7

• Substantial professional background in customer support, customer success, or technical onboarding for business customers.
• Hands-on work in at least one core track: ticket triage and technical escalation, churn and renewal management, or onboarding and implementation.
• Day-to-day use of tools such as Intercom, HubSpot, Stripe, and Metabase, or comparable platforms such as Zendesk, Salesforce, and Looker.
• Sharp eye for judging customer communications for authenticity and policy compliance.
• Clear record of career progression.
• Reliable availability of at least 40 hours per week on weekdays.
• Strong written communication skills, including a knack for explaining judgment calls.

Who Should Apply

Customer support, success, or technical onboarding professionals with business-customer experience and daily hands-on work in helpdesk, CRM, and billing tools. You have a track record of career growth and can commit 40 weekday hours to reviewing and shaping AI training data. Strong writing and clear judgment matter more than title.

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