Job Overview
Job TitleCustomer Support Specialist
Job TypePart Time
Offered Salary$80,000
LocationHybrid
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Job Description
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
How to Get Hired at Mercor
- 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.
Frequently Asked Questions
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