Customer Service Domain Expert

About Turing:

Based in San Francisco, California, Turing is the world’s leading research accelerator for frontier AI labs and a trusted partner for global enterprises deploying advanced AI systems. Turing supports customers in two ways: first, by accelerating frontier research with high-quality data, advanced training pipelines, plus top AI researchers who specialize in coding, reasoning, STEM, multilinguality, multimodality, and agents; and second, by applying that expertise to help enterprises transform AI from proof of concept into proprietary intelligence with systems that perform reliably, deliver measurable impact, and drive lasting results on the P&L

Role Overview 

We are seeking a detail-oriented Customer Service domain specialist with hands-on experience in Zendesk and ServiceNow to help train, evaluate, and improve AI models for customer support workflows.

Key Responsibilities

• Train, review, and optimize LLM outputs for customer service use cases such as ticket responses, chat support, knowledge base assistance, and case summarization.
• Create, label, and validate datasets from customer interactions, support tickets, chat logs, and help center content.
• Use Zendesk and ServiceNow workflows to ensure AI outputs align with actual support processes and escalation paths.
• Develop prompts and response guidelines for common customer service scenarios, including troubleshooting, complaint handling, and status updates.
• Evaluate AI-generated responses for clarity, tone, accuracy, empathy, policy compliance, and resolution effectiveness.
• Identify gaps in model behavior and provide feedback to improve quality and consistency.
• Collaborate with operations, product, and AI teams to improve customer support automation and agent-assist tools.
• Support the development of knowledge-grounded responses using internal documentation and service procedures.
• Monitor trends in customer inquiries and help refine training data for recurring support issues.
• Maintain annotation standards, quality guidelines, and documentation for LLM training projects.

Required Qualifications

• Experience in customer service, technical support, customer operations, or support training.
• Hands-on experience with Zendesk and/or ServiceNow.
• Strong understanding of customer support workflows, ticket management, SLAs, and escalation handling.
• Excellent written communication skills with a strong customer-focused tone.
• Ability to review responses for quality, empathy, and compliance.
• Strong attention to detail and organizational skills.

Offer Details:

• Commitments Required: at least 4 hours per day and minimum 30 hours per week with 4 hours of overlap with PST. 
• Engagement type: Contractor
• Engagement Length: 4 weeks

Evaluation Process -

• Shortlisted candidates will be sent a Job Interest Form.
• After the profile review, an assessment will be shared, which must be completed within 48 hours
• Based on the assessment outcomes, shortlisted candidates will be contacted to discuss the pre‑onboarding requirements.ent..