Remote CS & Support Ops Lead for AI-Driven Success

Hammerjack Pty Ltd; Philippines; On-site; PHP 5,192,000 - 6,923,000; Full time

Job summary

Ethos, a McKinsey/SoftBank/DeepMind‑backed expert network, seeks experienced customer success and support operations leaders to help train an AI language model on professional documents, spreadsheets, and slide decks. This is a fully remote, flexible engagement offering $70/hour with 5–20 hours per week.

You will own health-score models and renewal forecasting, translate usage data into QBRs and escalation playbooks, and craft high‑quality client deliverables while collaborating with executives

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization.
• Experience creating health-score models and renewal forecasting.
• Excellent written communication and attention to detail for documents, spreadsheets, and decks.

Responsibilities

• Lead CS and support ops to train AI-generated documents, spreadsheets, and slide decks.
• Develop and refine health-score dashboards and renewal risk scorecards.
• Prepare quarterly business review decks and escalation runbooks.
• Create onboarding and adoption playbooks and voice-of-customer briefs.
• Collaborate with executives and customers to ensure trust in outputs.

Skills

CS/Support ops leadership

Health-score modeling

Renewal forecasting

Data storytelling

Job description

Ethos, a McKinsey/SoftBank/DeepMind‑backed expert network, seeks experienced customer success and support operations leaders to help train an AI language model on professional documents, spreadsheets, and slide decks. This is a fully remote, flexible engagement offering $70/hour with 5–20 hours per week.

You will own health-score models and renewal forecasting, translate usage data into QBRs and escalation playbooks, and craft high‑quality client deliverables while collaborating with executives