Customer Service / E-commerce Specialist

Join a leading AI lab's cutting-edge GenAI team to be at the core of the AI revolution, where your expertise fuels the development of the most advanced Large Language Models.

1. Overview

Join a leading AI lab's cutting-edge GenAI team and help build foundational AI models from the ground up. We're seeking talented Customer Service and E-commerce Specialists with hands-on experience resolving complex customer, order and retail operations issues to bring practical judgment on real customer interactions and elevate the quality of our AI training data.

This is a W-2 employment position with Cincinnatus LLC, with the opportunity to be placed at a leading AI Lab as part of their extended workforce.

2. Key Responsibilities

• Guide research and engineering teams to close knowledge gaps and improve AI model performance in customer service and e-commerce operations, orders, returns and refunds, and policy-driven escalations topics.
• Design challenging, domain-relevant tasks, and write accurate and well-structured solutions to customer service and e-commerce operations problems.
• Evaluate customer service and e-commerce operations tasks and solutions and provide clear, written technical feedback.
• Write and evaluate realistic customer conversations covering orders, returns, refunds, billing and account issues, applying store policies precisely.
• Develop rubrics to assess accuracy, policy compliance, tone and resolution quality in AI customer support responses.
• Collaborate with other subject matter experts to ensure consistency and accuracy in training data.

3. Core Qualifications

• 3+ years of dedicated professional experience in customer service, customer support, retail or e-commerce operations at a recognized organization (major retailers, marketplaces, airlines, banks or high-volume support teams).
• Hands-on experience handling escalations and applying detailed policies (returns, refunds, exchanges, billing disputes).
• Working knowledge of support and commerce tools such as Zendesk, Salesforce Service Cloud, Gorgias or Shopify.
• Demonstrable career progression (e.g., Support Agent → Senior or Tier 2 Agent → Team Lead or QA Specialist).
• Ability to engage reliably for at least 20 hours/week during weekdays.
• Strong written communication skills and the ability to explain complex technical decisions clearly.

About Cincinnatus LLC:

Cincinnatus LLC is an enterprise staffing company that partners with leading technology companies to source and employ highly skilled professionals for contingent and contract-based opportunities. Cincinnatus serves as the employer of record for these engagements, providing W-2 employment, payroll, benefits, and compliance, while placing employees directly within client teams to work on high-impact initiatives.

Equal Employment Opportunity:

Cincinnatus is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other legally protected characteristic.