Customer Support & Success Domain Expert

Join a leading AI lab's cutting-edge GenAI team to be at the core of the AI revolution, where your expertise fuels the development of the most advanced Large Language Models.

Overview

Join a leading AI lab's cutting-edge GenAI team and help build foundational AI models from the ground up. We're seeking talented Customer Support, Customer Success and Technical Onboarding subject-matter experts (SMEs) to bring real operating experience and elevate the quality of our AI training data. This is a full-time commitment of 40 hours per week.

This is a W-2 employment position with Cincinnatus LLC, with the opportunity to be placed at a leading AI Lab as part of their extended workforce.

Key Responsibilities

• Guide research and engineering teams to close knowledge gaps and improve AI model performance in customer support, customer 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 that reflect real ticket data and CRM, helpdesk and billing constraints, and write accurate, well-structured solutions.
• Evaluate tasks and customer communications against rubrics and provide clear, written feedback.
• Validate and refine evaluation rubrics across the customer support and success workflow taxonomy.
• Collaborate with other subject matter experts to ensure consistency and accuracy in training data.