Domain Expert - Customer Service & Experience

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 customer-obsessed professionals with extensive hands-on experience in Customer Service Operations, Customer Experience (CX) management, or Call Center/BPO environments. This critical role supports the development and benchmarking of Large Language Models (LLMs) by designing and validating workflows that directly impact Customer Satisfaction (CSAT), First Contact Resolution (FCR), and operational efficiency. The specialist will be crucial in recreating real-world customer interactions to validate AI outputs and uphold the highest standards of compliance, trust, and exceptional customer experience.

What does day-to-day look like:

• Design, document, and recreate high-volume customer service workflows covering multi-channel ticket handling (chat/email), complex transaction processing (refunds/returns), and the maintenance of a robust knowledge base for optimal agent and customer self-service.
• Rigorously validate AI-generated outputs within customer support scenarios to guarantee alignment with compliance standards, brand voice, and customer trust expectations, directly contributing to higher CSAT scores.
• Execute realistic simulations of support operations, including escalation paths, Service Level Agreement (SLA) tracking, and quality audits, to proactively identify and address system bottlenecks and AI failures.
• Generate structured annotations and high-quality datasets derived from real-world support interactions to continuously improve LLM training and evaluation for better customer resolution.

Requirements:

• Deep, hands-on experience in managing end-to-end customer service operations, including proficiency in ticket handling, multi-channel support workflows (chat/email), transaction support (refunds/returns), and knowledge base management.
• Proven familiarity with industry-leading workflow and CRM tools such as Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, Jira, or similar enterprise-level support platforms.
• Strong attention to detail combined with a customer-centric mindset, allowing for the identification of AI shortcomings that would negatively impact the Customer Experience (CX) or resolution quality in live workflows.
• Practical understanding of how operational support data (e.g., tickets, transcripts) is structured and utilized for training and evaluating Large Language Models (LLMs).
• Excellent written English required for creating precise, training-quality datasets and meticulously validating the clarity and accuracy of customer-facing AI outputs.

Perks of Freelancing With Turing:

• Work in a fully remote environment.
• Opportunity to work on cutting-edge AI projects with leading LLM companies.
• Potential for contract extension based on performance and project needs.

Offer Details:

• Commitments Required: 40 hours per week with overlap 4 hours with PST
• Engagement type  : Contractor assignment(no medical/paid leave)
• Duration of contract : 1 month possibility to extend
• Location : India, Bangladesh, Egypt, Kenya, Mexico, Ghana, Nigeria, and Turkey.

Evaluation Process:

• Shortlisting based on qualifications and relevant professional experience.