Customer Support & Case Management Specialist at Mercor

Customer Support & Case Management Specialist | $30–75/hr | Remote Worldwide

Mercor is partnering with a leading AI organization to enhance AI systems' ability to process and interpret complex case information in regulated environments. We're seeking experienced professionals with backgrounds in case management, customer support, or education services to help model workflows involving policy interpretation, data handling, and resolution pathways.

Role Overview

This is an ideal opportunity for professionals with practical experience managing queries within compliance-focused systems. You'll work 10–20 hours per week helping to improve AI capabilities in handling structured case information.

Key Responsibilities

• Review and interpret case notes and structured queries
• Identify applicable policies or procedural documentation to guide responses
• Simulate resolution workflows for common and edge-case scenarios
• Flag out-of-scope or conflicting cases for escalation
• Ensure outputs align with official guidance and avoid inappropriate language

Ideal Qualifications

• 3+ years of experience in case management, customer service, education support, or public policy interpretation
• Strong written communication skills and high attention to detail
• Familiarity with working in policy-driven or compliance-sensitive environments
• Ability to analyze documentation and synthesize relevant points
• Background in education, law, social care, or public administration preferred

Compensation & Commitment

Compensation ranges from $30–75/hour based on experience and project scope. Estimated commitment is 10–20 hours per week.

Application Process

Submit your resume to get started. You'll complete a brief form to share more about your experience with case-based workflows and policy interpretation.