Customer Support & Success Domain Expert

Mercor; United States; Remote; USD 76,000 - 110,000; Full time

Job summary

Cincinnatus LLC is seeking experts in customer support, customer success and technical onboarding to help build realistic AI training data for a leading GenAI program. This full-time W-2 role places you within client teams to design, validate and improve support workflows in collaboration with research and engineering groups.

Responsibilities cover ticket triage, escalation, onboarding and renewal processes, with emphasis on policy compliance and data realism.

Qualifications

• Substantial professional experience in customer support, customer success or technical onboarding for business customers.
• Hands-on experience with ticket triage, escalation, churn/renewal management, or onboarding/implementation.
• Experience using customer support and CRM tools such as Intercom, HubSpot, Stripe, Metabase, Zendesk, Salesforce or Looker.

Responsibilities

• Guide research and engineering teams to close knowledge gaps and improve AI model performance in support and onboarding workflows.
• Audit workflows like ticket triage, escalation, churn and renewals for realism and policy compliance.
• Design realistic support tasks reflecting ticket data and CRM constraints with clear solutions.
• Evaluate tasks and customer communications against rubrics and provide written feedback.
• Validate and refine evaluation rubrics across the customer support and success workflow taxonomy.
• Collaborate with SMEs to ensure consistency and accuracy in training data.

Skills

Customer support

Customer success

Technical onboarding

Intercom

HubSpot

Stripe

Zendesk

Salesforce

Looker

Tools

Zendesk

Salesforce

Looker

HubSpot

Job description

Pay: $55 – $80/hour
Commitment: Full time, ~40 h/week
Open to: USA
Field: Business Operations

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.

1. 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.

2. 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.

3. Core Qualifications

• Substantial professional experience in customer support, customer success or technical onboarding for business customers.
• Hands-on experience in at least one core track: ticket triage and technical escalation, churn and renewal management, or onboarding and implementation.
• Daily working experience with tools such as Intercom, HubSpot, Stripe and Metabase, or close equivalents such as Zendesk, Salesforce and Looker.
• Ability to critically judge customer communications for authenticity and policy compliance.
• Demonstrable career progression.
• Ability to engage reliably for at least 40 hours/week during weekdays.
• Strong written communication skills and the ability to explain judgment calls clearly.

About Cincinnatus LLC:

Cincinnatus LLC is an enterprise staffing company that partners with leading technology companies to source and employ highly skilled professionals for contingent and contract-based opportunities. Cincinnatus serves as the employer of record for these engagements, providing W-2 employment, payroll, benefits, and compliance, while placing employees directly within client teams to work on high-impact initiatives.

Equal Employment Opportunity:

Cincinnatus is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other legally protected characteristic.