Customer Support Expert - Onboarding

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 & Success Domain Expert
Type: Contract
Compensation: $55–$80/hour
Location: Remote
Commitment: 40 hours/week

Role Responsibilities

• Guide research and engineering teams to close knowledge gaps and improve AI model performance in customer support, customer success, and onboarding workflows.
• Audit multi-step workflows such as ticket triage, escalation, churn, renewals, usage, adoption reporting, onboarding, installation, and billing for realism and policy compliance.
• Design realistic support and success tasks that reflect real ticket data and CRM, helpdesk, and billing constraints. Write accurate, well-structured solutions.
• Evaluate tasks and customer communications against rubrics. Provide clear, written feedback.
• Validate and refine evaluation rubrics across the customer support and success workflow taxonomy.
• Collaborate with other subject matter experts to ensure consistency and accuracy in training data.

Qualifications

Must-Have

• Substantial professional experience in customer support, customer success, or technical onboarding for business customers.
• Hands-on experience in at least one core track: ticket triage and technical escalation, churn and renewal management, or onboarding and implementation.
• Daily working experience with tools such as Intercom, HubSpot, Stripe, and Metabase, or close equivalents such as Zendesk, Salesforce, and Looker.
• Ability to critically judge customer communications for authenticity and policy compliance.
• Demonstrable career progression.
• Ability to engage reliably for at least 40 hours/week during weekdays.
• Strong written communication skills and the ability to explain judgment calls clearly.

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: [email protected]

PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.