Customer Support & Success Domain Expert - AI Model Training

This role is for one of our clients

Compensation: $55 - $80 per hour

Location: Remote (United States)
Employment Type: Full-Time

1. Role Overview

Join a leading AI lab's cutting-edge Generative AI (GenAI) team and contribute to the development and evaluation of advanced Large Language Models (LLMs). We are seeking experienced Customer Support, Customer Success, and Technical Onboarding professionals to bring their practical industry knowledge and operational expertise to AI model training.

In this role, you will work closely with research and engineering teams to improve how AI models understand, evaluate, and perform real-world customer support, customer success, and technical onboarding workflows. Your experience will help create high-quality training data, realistic business scenarios, and reliable evaluation frameworks.

This is a full-time commitment of 40 hours per week, with a W-2 employment arrangement. Selected professionals will have the opportunity to work directly with a leading AI lab as part of its extended workforce.

Requirements

2. Key Responsibilities

• Domain Expertise and Model Improvement: Collaborate with AI research and engineering teams to identify knowledge gaps and improve model performance across customer support, customer success, and technical onboarding workflows.
• Workflow Auditing and Validation: Review multi-step business workflows, including ticket triage and escalation, churn and renewal management, usage and adoption reporting, onboarding and installation, billing, and failed payment resolution, ensuring operational realism and policy compliance.
• Task Design and Development: Create realistic customer support and success scenarios based on real-world ticket data, CRM systems, helpdesk workflows, and billing constraints. Develop accurate, structured solutions for AI training and evaluation.
• Quality Evaluation: Assess AI-generated responses, customer communications, and task outputs against defined evaluation rubrics. Provide clear, detailed, and actionable written feedback.
• Evaluation Framework Development: Validate, refine, and improve evaluation rubrics across different customer support and customer success workflows.
• Cross-Functional Collaboration: Work with other subject matter experts, researchers, and technical teams to maintain consistency, accuracy, and quality across training datasets.
• Operational Accuracy: Ensure that customer interactions, support decisions, escalation processes, and success workflows accurately reflect real-world business practices.

3. Required Skills and Qualifications

• Substantial professional experience in Customer Support, Customer Success, or Technical Onboarding, preferably within business-to-business (B2B) environments.
• Hands-on experience in at least one of the following core areas:
• Ticket Triage and Technical Escalation: Managing support tickets, troubleshooting customer issues, prioritising cases, and handling escalations.
• Churn and Renewal Management: Managing customer retention, renewals, churn prevention, and customer relationship health.
• Onboarding and Implementation: Managing customer onboarding, product implementation, technical setup, and adoption processes.
• 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 and determine their authenticity, accuracy, and compliance with organisational policies.
• Demonstrable career progression and increasing levels of professional responsibility.
• Excellent written communication skills, with the ability to explain decisions, evaluations, and judgment calls clearly.
• Strong analytical thinking and attention to detail.
• Ability to commit reliably to 40 hours per week, Monday to Friday.

4. Engagement Details

• Role: Customer Support & Success Domain Expert
• Employment Type: W-2 Employment
• Work Commitment: 40 hours per week
• Work Schedule: Weekdays, full-time
• Work Arrangement: Placement within a leading AI lab's extended workforce
• Domain Focus: Customer Support, Customer Success, and Technical Onboarding
• Primary Objective: Improving AI model training and evaluation through practical customer operations expertise