Customer Success Ops Expert – AI Data Trainer

About the role

We are looking for a Customer Success Operations Expert to help train an AI agent that assists B2B SaaS teams. Working remotely on an hourly contract, you will evaluate real-world customer-facing scenarios and decide which data elements are appropriate for AI use and visibility.

Key responsibilities

• Review B2B SaaS customer-success scenarios, including account notes, renewal risk, escalations and support history.
• Label each attribute as appropriate, inappropriate or undecidable for AI consumption and specify visibility for internal or external stakeholders.
• Provide concise, rationale-based justifications grounded in contextual-integrity norms.
• Apply structured labeling guidelines consistently across high-volume, ambiguous cases.
• Maintain high quality, consistency and clarity throughout the labeling workflow.

Required profile

• At least 1 year of experience in Customer Success, Account Management or Support Operations within a B2B SaaS environment.
• Strong English writing and analytical reasoning skills.
• Familiarity with typical SaaS workflows such as onboarding, ticket escalation and incident communication.
• Comfort reading basic technical context and strong judgment about data confidentiality and role-based visibility.
• Experience with CRM or ticketing tools is a plus.

Required skills

What we offer

• Fully remote work with flexible hours.
• Hourly contract with competitive rates.
• Opportunity to shape AI behavior for real-world SaaS operations.