Customer Support, Success & Billing Ops Domain Expert (QA & Evaluation)

(JD) - Customer Support, Success & Billing Ops Domain Expert (QA & Evaluation)

Role Overview

We are seeking experienced B2B SaaS Customer Support, Customer Success, and Billing Operations practitioners to evaluate complex enterprise AI tasks, workflow resolution quality, and grading rubrics. As a hands-on Domain Expert, you will act as a senior evaluator reviewing real-world SaaS operational scenarios, ensuring task realism, policy compliance, and rigorous quality standards across multi-application SaaS ecosystems.

Qualifications & Core Experience

Years of Experience: 5+ years of direct, hands-on post-sales operational experience in a B2B SaaS environment.

Role Background: Proven background in one of the following specialized sub-roles:

Tier 2/3 Technical Support Engineer owning end-to-end ticketing, triage, bug reproduction, and engineering escalations.

Senior Enterprise CSM managing accounts, renewals, QBRs, churn mitigation, and executive sponsor relationships.

CS Ops / Health & Adoption Lead running customer health scoring, retention modeling, and product utilization reporting.

Subscription Billing Support Lead managing invoice disputes, dunning, failed payments, and refund policies in Stripe or equivalent systems.

Education & Credentials: Bachelor's degree in Business, Information Systems, Computer Science, or equivalent practical industry experience.

Mandatory Technical & Operational Skills

SaaS Stack Fluency: Daily operational proficiency with tools such as Intercom, Zendesk, Salesforce, HubSpot, Stripe (or Chargebee/Zuora), Metabase/Looker/Gainsight, Slack, Notion, and Google Workspace / Microsoft Office.

Multi-System QA & Audit Acumen: Demonstrated ability to audit multi-step enterprise workflows by cross-referencing and reconciling conflicting data across 3+ business platforms simultaneously.

Policy & Restraint Guardrails: Strong capability to audit grading rubrics to flag unauthorized refunds, credits, contract repricings, data/ACL leaks, or unapproved external communications.

Scenario & Prompt Validation: Ability to craft and validate authentic, non-synthetic task scenarios and prompt evaluations that reflect realistic enterprise SaaS challenges.

Preferred Qualifications

Experience evaluating or training AI LLM models on domain-specific enterprise tasks or complex evaluation rubrics.

Background in setting up or managing cross-functional workflows across Support, CS, and Revenue Operations teams.

Deep familiarity with REST APIs, webhooks, or technical integration troubleshooting in SaaS products