Business Expert - Customer Support & Success

소개

xAI's mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. As a Business Expert - Customer Support & Success on the Human Data Team, you will contribute to creating cutting-edge datasets to advance Grok's capabilities. You will leverage your expertise in customer experience, client success, and relationship management to support the training of advanced AI systems.

주요업무

• Work on customer support and success problems from real-world business scenarios, providing accurate solutions, detailed annotations, and model critiques (e.g., complex escalation workflows, customer onboarding playbooks, churn prediction and retention strategies, voice of customer synthesis, and customer health score frameworks) • Utilize proprietary software to provide accurate input and labels to deliver high-quality data • Collaborate with technical staff to improve the design of efficient annotation tools • Interpret, analyze, and execute tasks based on evolving instructions, maintaining precision and adaptability

자격요건

• 4+ years of practical customer support or customer success experience (hands-on role in escalation management, onboarding, or account management) • Proficiency in customer platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Gainsight, or Totango) and helpdesk ticketing systems • Strong empathy and judgment in evaluating complex customer journeys, churn risks, and resolution quality • Ability to navigate customer resources such as knowledge bases, playbooks, voice-of-customer transcripts, and health score frameworks • Proficiency in reading and writing informal and professional English • Strong communication, interpersonal, analytical, and organizational skills • Excellent reading comprehension and ability to exercise autonomous judgment with limited data • Passion for technological advancements and innovation in business

혜택 및 복지

• Health insurance (for eligible U.S. based positions) • 401(k) plan (for eligible U.S. based positions) • Paid sick leave (for eligible U.S. based positions) • Fully remote work from any location worldwide • Flexible hours with full autonomy to set own schedule (for contractor positions) • Compensation: $35/hour - $90/hour (US-based candidates)