Customer Support Specialist - SaaS

About The Job
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.

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