Business Expert (Customer Support & Success)

TL;DR

Business Expert (Customer Support & Success): Contributing to creating datasets to advance Grok’s capabilities with an accent on customer experience, client success, and relationship management. Focus on labeling and annotating data in multiple formats, providing accurate solutions, detailed annotations, and model critiques.

Location: 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.

Salary: US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications.

Company

hirify.global’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge.

What you will do

• Work on customer support and success problems from real-world business scenarios, providing accurate solutions, detailed annotations, and model critiques.
• 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.

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.
• We are unable to provide visa sponsorship.

Culture & Benefits

• Our team is small, highly motivated, and focused on engineering excellence.
• We operate with a flat organizational structure.
• All employees are expected to be hands-on and to contribute directly to the company’s mission.
• Leadership is given to those who show initiative and consistently deliver excellence.
• 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.