Customer Success / Support Operations Lead

Ethos is working with a leading foundational AI lab to find experienced customer success and support operations leaders who can help train their latest language model on professional document, spreadsheet, and slide deck tasks.

Ethos is looking for customer success and support operations professionals with 4+ years leading customer success or support operations teams to create, evaluate, and refine AI-generated documents, spreadsheets, and slide decks across core workflows: customer health-score dashboards, renewal risk scorecards, quarterly business review decks, escalation runbooks, onboarding and adoption playbooks, and voice-of-customer synthesis briefs.

Compensation: $70/hour

Commitment: Flexible, 5-20 hours per week (or more if desired)

Location: Fully remote, work on your own schedule

Start date: ASAP

Qualifications:

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

About Ethos: Ethos is an expert network built by a McKinsey/SoftBank/DeepMind team and backed by investors like General Catalyst. Applicants may be invited to a short AI voice screen.