Remote Customer Success & Onboarding Expert (AI)

Synthires; California; Remote; USD 76,000 - 110,000; Full time

Benefits offered by this job

Remote work

W-2 employment via employer of record

Job summary

Cincinnatus LLC is offering a remote, full-time role for a Customer Support & Success Domain Expert. The position operates as a W-2 employment with about 40 hours per week, dedicated to supporting a leading AI research lab.

The role centers on optimizing support and onboarding workflows for AI models. Ideal candidates bring substantial experience in customer support or success, with hands-on skills in ticket triage, churn management, or onboarding.

Qualifications

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

Responsibilities

• Guide research and engineering teams in improving AI performance across customer support, customer success, and onboarding workflows.
• Audit workflows involving ticket triage, technical escalation, churn and renewals, customer adoption, onboarding, implementation, and billing.
• Design realistic customer support and success tasks based on actual ticket data, CRM, helpdesk, and billing constraints.
• Evaluate tasks and customer communications against established rubrics and provide structured feedback.
• Validate and refine evaluation rubrics across customer support and success workflows.
• Collaborate with subject matter experts to maintain consistency and accuracy in AI training data.

Skills

Customer support experience

Customer success

Technical onboarding

Policy compliance

Written communication

Tools

Intercom

HubSpot

Stripe

Metabase

Zendesk

Salesforce

Looker

Job description

Cincinnatus LLC is offering a remote, full-time role for a Customer Support & Success Domain Expert. The position operates as a W-2 employment with about 40 hours per week, dedicated to supporting a leading AI research lab.

The role centers on optimizing support and onboarding workflows for AI models. Ideal candidates bring substantial experience in customer support or success, with hands-on skills in ticket triage, churn management, or onboarding.