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.