Business Expert - Customer Support & Success
About The Position
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. Collaborating closely with technical staff, you'll support xAI's mission through labeling and annotating data in multiple formats. You will leverage your expertise in customer experience, client success, and relationship management to support the training of advanced AI systems. This fast-paced role requires adaptability, attention to detail, and the ability to follow evolving instructions to deliver impactful data.
Requirements
- 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.
Responsibilities
- Work on customer support and success problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (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.
Benefits
- health insurance
- 401(k) plan
- paid sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
