Customer Service Expert at Mercor

Customer Service Expert (Remote, Contract)

Compensation: $20–$40 per hour (based on location and experience)
Schedule: Part-time, 15–25 hours/week (option to extend up to 40 hours/week)
Type: Remote, flexible, independent contractor

About the Role

Mercor is seeking experienced Customer Service Experts to partner on high-impact projects with leading AI labs and research organizations. In this role, you’ll apply your frontline support expertise to help shape the next generation of intelligent service assistants.

You’ll evaluate and refine AI-generated customer interactions across multiple channels — ensuring they are accurate, empathetic, compliant, and aligned with brand standards.

This is a unique opportunity to combine customer service skills with cutting-edge AI innovation.

What You’ll Do

• Review and refine AI-generated responses for tone, empathy, clarity, and brand voice

• Evaluate replies for policy, compliance, and risk (e.g., refunds, privacy, safety)

• Apply QA rubrics and score conversations for CSAT/NPS and resolution quality

• Tag and organize conversations by intent, issue type, product area, and complexity

• Create and improve macros, help-center content, and escalation workflows

• Test edge cases and develop prompts/playbooks for complex scenarios

• Support benchmarking efforts to measure AI performance across channels

What We’re Looking For

• 2+ years in customer service or support operations (agent, lead, QA, or trainer roles)

• Familiarity with ticketing/CRM tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom)

• Strong written communication and ability to craft clear support content

• Experience with QA frameworks, de-escalation, and first-contact resolution

• Sharp attention to detail; ability to flag policy risks or inconsistencies

• Multilingual or bilingual skills are a plus

Why Work With Mercor

• Remote & flexible: Work asynchronously, set your own schedule

• Variety: Projects vary in scope and duration — no long-term obligation required

• Weekly pay: Paid via Stripe Connect

• Impact: Contribute to advancing the capabilities of AI in real-world customer service

How to Apply

1. Submit your resume

2. Complete a short AI interview

3. If selected, you’ll receive next steps and onboarding details within a few days

About Mercor

Mercor is a talent marketplace connecting top professionals with the world’s leading AI labs and research organizations.

Backed by Benchmark, General Catalyst, Adam D’Angelo, Larry Summers, and Jack Dorsey, Mercor empowers thousands of experts across customer service, engineering, research, and creative fields to work on frontier AI projects.

We welcome applicants from all backgrounds and provide reasonable accommodations upon request.