GenAI Customer Success & Support 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

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.