Business Expert - Customer Support & Success

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.

US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process.

Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

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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.

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.