Customer Service Domain Expert at Turing

Customer Service Domain Expert | Contractor | Worldwide Remote

Turing is looking for a detail-oriented Customer Service Domain Expert with hands-on experience in Zendesk and ServiceNow to help train, evaluate, and improve AI models for customer support workflows. This is a short-term contractor engagement ideal for experienced support professionals passionate about AI development.

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 helps accelerate frontier research with high-quality data, advanced training pipelines, and top AI researchers — and applies that expertise to help enterprises transform AI from proof of concept into measurable business impact.

Key Responsibilities

• Train, review, and optimize LLM outputs for customer service use cases including 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.
• Leverage Zendesk and ServiceNow workflows to ensure AI outputs align with real-world support processes and escalation paths.
• Develop prompts and response guidelines for common scenarios such as 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 actionable feedback to improve quality and consistency.
• Collaborate with operations, product, and AI teams to enhance 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

• Proven 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 customer-focused, empathetic tone.
• Ability to critically review responses for quality, empathy, and compliance.
• Strong attention to detail and organizational skills.

Engagement Details

• Type: Contractor
• Duration: 4 weeks
• Commitment: Minimum 30 hours/week (at least 4 hours/day) with 4 hours of overlap with PST

Evaluation Process

• Shortlisted candidates will receive a Job Interest Form.
• Following profile review, an assessment will be shared and must be completed within 48 hours.
• Candidates who pass the assessment will be contacted to discuss pre-onboarding requirements.