Customer Support Expert – Critical Infrastructure at Mercor

Customer Support Expert – Critical Infrastructure | $110/hr | Remote

Join Mercor in partnership with a leading AI lab to shape the future of critical infrastructure support. This project-based contractor role is ideal for experienced customer support professionals with backgrounds in utilities, transportation, emergency services, water treatment, or public health. You will leverage your expertise to help design, test, and refine AI systems that simulate real-world support workflows in essential public sectors.

• Key Responsibilities:
  • Advise on customer service workflows for critical infrastructure sectors.
  • Review and enhance processes for service outages, emergency response, billing, and compliance inquiries.
  • Provide subject matter expertise on escalation management and regulated communications.
  • Guide the use of public sector support tools, including ticketing and CRM systems.
  • Support the creation of knowledge bases and training materials for AI testing.
• Ideal Qualifications:
  • 5+ years of customer support experience in critical infrastructure.
  • Expertise in outage management, urgent response, and compliance-driven scenarios.
  • Familiarity with help desk tools and public sector CRM platforms.
  • Strong communication and problem-solving skills, especially with escalated cases.
• Opportunity Details:
  • Remote, asynchronous, and flexible scheduling (20–40 hours/week).
  • Independent contractor role with weekly payments via Stripe Connect.
  • Potential for ongoing contracts based on performance.

To apply, submit your resume or LinkedIn profile and complete a brief video interview highlighting your experience in critical infrastructure support. Mercor connects top experts with leading AI organizations, offering opportunities to work on frontier projects shaping the next era of technology.