Customer Support Specialist - SaaS
Mercor · Mumbai Metropolitan Region
- Hybrid
- Part-time
- $80,000 / year
- Mumbai Metropolitan Region
Job highlights
- Remote contract role for Customer Support Expert.
- Develop support tasks and improve agent performance.
- Manage customer issues and refunds with defined policies.
- Create knowledge base articles and content operations.
- Requires 2+ years of B2B SaaS customer support experience.
About the role
Customer Support Specialist - SaaS
Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.
Position: Customer Support Expert
Type: Contract
Compensation: $40–$55/hour
Location: Remote
Role Responsibilities
- Build long-horizon support tasks with deterministic rubrics to evaluate agent performance.
- Develop scenarios for Tier 1 handling with known correct answers and macro selection.
- Manage exceptions and refunds using defined policies and escalation routing.
- Create Content ops tasks with accurate KB articles and step counts.
- Work independently and asynchronously to improve task quality and throughput.
Qualifications
Must-Have
- 2+ years in customer support or CX ops in B2B SaaS, marketplace, or e-commerce.
- Expertise in Zendesk, Intercom, Freshdesk, Front, macro and automation design, or KB authoring.
- Proficient in reading and producing support artifacts like ticket responses and macros.
- Clear written communication skills to articulate reasoning and encode it into deterministic rubrics.
Compensation & Legal
- Hourly contractor
- Paid weekly via Stripe Connect
Application Process (Takes 20–30 mins to complete)
- Upload resume
- AI interview based on your resume
- Submit form
Resources & Support
- For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome
- For any help or support, reach out to: support@mercor.com
PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.
Key skills/competency
- Customer Support
- SaaS
- B2B
- Zendesk
- Intercom
- CX Operations
- KB Authoring
- Ticket Response
- Macro Design
- Written Communication
Skills & topics
- Customer Support Specialist
- SaaS
- Remote
- Contract
- Customer Experience
- CX Ops
- B2B
- Zendesk
- Intercom
- Knowledge Base
How to get hired
- Customize your resume: Highlight your 2+ years of B2B SaaS customer support experience, focusing on platforms like Zendesk or Intercom, and your ability to create KB articles and design macros.
- Prepare for the AI interview: Be ready to discuss your experience with support artifacts, written communication, and handling exceptions/refunds.
- Understand Mercor's mission: Research how Mercor connects creative and technical talent with AI research labs to align your application with their goals.
- Review the application process: Familiarize yourself with the AI interview and resume-based assessment to ensure a smooth completion of the 20-30 minute application.
- Reach out for support: If you have questions about the interview or platform, utilize the provided resources or contact support@mercor.com.
Technical preparation
Familiarize yourself with Zendesk/Intercom features.,Practice writing clear ticket responses.,Design sample macros and automation rules.,Prepare to explain rubric creation.
Behavioral questions
Describe a complex customer issue you resolved.,How do you handle exceptions and refunds?,Explain your experience with KB article creation.,How do you ensure clear written communication?
Frequently asked questions
- What is the application process for a Customer Support Specialist at Mercor?
- The application process for the Customer Support Specialist role at Mercor involves uploading your resume, completing an AI interview based on your resume, and submitting the form. The entire process is designed to take approximately 20-30 minutes.
- What are the key responsibilities of a Customer Support Expert at Mercor?
- As a Customer Support Expert at Mercor, you will be responsible for building support tasks with performance rubrics, developing Tier 1 handling scenarios, managing exceptions and refunds according to policies, and creating KB articles. You'll work independently and asynchronously to enhance task quality and throughput.
- What specific software expertise is required for the Customer Support Expert role at Mercor?
- Required expertise for the Customer Support Expert role includes proficiency in platforms such as Zendesk, Intercom, Freshdesk, or Front. Experience with macro and automation design, and KB authoring is also essential.
- Is this a remote position? Where is Mercor headquartered?
- Yes, the Customer Support Expert position is a remote role. Mercor is headquartered in San Francisco, California.
- What kind of experience is needed for this Customer Support Specialist job?
- For this Customer Support Specialist position, you need at least 2 years of experience in customer support or CX operations, specifically within B2B SaaS, marketplace, or e-commerce environments.
- How often are applications reviewed for the Customer Support Specialist role?
- Mercor reviews applications for the Customer Support Specialist role daily. It's important to complete your AI interview and application steps promptly to be considered.
- What are the payment terms for this contract role?
- This is an hourly contract position, and you will be paid weekly via Stripe Connect.
- Can I get help if I have questions about the Mercor application platform?
- Yes, if you need help or support with the interview process or platform information, you can reach out to support@mercor.com or visit https://talent.docs.mercor.com/welcome for details.