Customer Success Ops Expert (AI Data Trainer)

Customer Success Ops Expert (AI Data Trainer)

You will evaluate customer-facing operational scenarios from a B2B SaaS environment to help train an AI agent on appropriate data use and information visibility. You’ll label whether scenario attributes (e.g., account notes, renewal risk, internal escalations, support history) are appropriate for the AI agent to use and what each cast member should see—using structured guidelines and contextual integrity norms. This is a fully remote, hourly contractor role with flexible hours at SME Careers (SuperAnnotate).

Key Responsibilities

• Review B2B SaaS customer success scenarios (executor role, task, cast, attributes).
• Decide whether each attribute is appropriate for AI agent use and visible to each cast member (internal vs. external-facing).
• Label yes/no/undecidable and provide short, clear justification grounded in contextual integrity norms.
• Apply structured guidelines consistently across ambiguous customer situations.
• Maintain high quality, consistency, and clarity in high-volume labeling workflows.

Your Profile

• 1+ years of experience in Customer Success / Account Management / Support Operations at a B2B SaaS company or similar.
• Strong English writing and reasoning skills (required).
• Familiarity with SaaS workflows: onboarding/offboarding, ticket escalation, incident comms, and internal data access norms.
• Comfortable reading basic technical context (you do not need to be an expert coder).
• Strong judgment around customer confidentiality, internal-only notes, and role-based visibility.
• Experience working with CRM/ticketing tools and customer escalations is a plus.