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Customer Success Specialist

Crossing Hurdles

HybridHybrid

Original Job Summary

About Customer Success Specialist

Crossing Hurdles is a recruitment firm referring top candidates to work with world-leading AI research labs and start-ups. As a Customer Success Specialist, you will ensure a delightful end-to-end experience for Mercor platform users, from job applications to AI-led interviews, offers, and payments.

Role Overview

Your responsibilities include providing fast and professional support to thousands of users. You will collaborate with the engineering team to triage and investigate bug reports related to modern SaaS web applications while maintaining an enthusiastic tone in native-level English.

Key Responsibilities

  • Respond promptly to support requests regarding role applications.
  • Triage and investigate reported issues to streamline workflows.
  • Document recurring user pain points and suggest product improvements.
  • Develop and maintain documentation for frequently asked questions.
  • Advocate internally for users by relaying feedback.
  • Maintain clarity, positivity, and precision in all communications.

Additional Information

Please accept the referral invite pop-up reading "You've been invited to join Mercor" during the application process to stay updated.

Key skills/competency

  • Customer Support
  • Operations
  • SaaS
  • Bug Triage
  • Technical Documentation
  • Product Feedback
  • Native English
  • Communication
  • Problem Solving
  • User Advocacy

How to Get Hired at Crossing Hurdles

🎯 Tips for Getting Hired

  • Customize your resume: Tailor it to customer success skills.
  • Highlight support experience: Emphasize SaaS and operations background.
  • Research Crossing Hurdles: Understand their recruitment model.
  • Prepare for technical questions: Practice bug triage and troubleshooting.

📝 Interview Preparation Advice

Technical Preparation

Review SaaS troubleshooting protocols.
Practice bug incident analysis.
Familiarize with basic SQL queries.
Study common web application issues.

Behavioral Questions

Describe a challenging customer support incident.
Explain your team collaboration methods.
Detail handling high-pressure communication.
Share experiences improving customer workflows.