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

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.