CX Operations Expert - Fully Remote

**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 Expert **Type:** **Contract** **Compensation:** **$40–$55/hour** **Location:** **Remote** **Role Responsibilities** * Build long\-horizon support tasks with deterministic rubrics to evaluate agent performance. * Develop scenarios for Tier 1 handling with known correct answers and macro selection. * Manage exceptions and refunds using defined policies and escalation routing. * Create Content ops tasks with accurate KB articles and step counts. * Work independently and asynchronously to improve task quality and throughput. **Qualifications** **Must\-Have** * 2\+ years in customer support or CX ops in B2B SaaS, marketplace, or e\-commerce. * Expertise in Zendesk, Intercom, Freshdesk, Front, macro and automation design, or KB authoring. * Proficient in reading and producing support artifacts like ticket responses and macros. * Clear written communication skills to articulate reasoning and encode it into deterministic rubrics. **Compensation \& Legal** * Hourly contractor * Paid weekly via Stripe Connect **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: support@mercor.com *PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.*