[Hiring] Business Expert - Customer Support & Success @xAI

Role Description

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.

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.

Qualifications

• 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.

Requirements

• Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit.
• For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work.
• Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables.
• Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs.
• For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time.
• We are unable to provide visa sponsorship.
• For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Benefits

• 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.