Customer Support Expert

What you’ll do

Mercor is partnering with leading AI labs to advance frontier agent evaluations in customer support. As a Customer Support Expert, you’ll build long-horizon support tasks that mirror the work you already do, each paired with a deterministic rubric that grades agent performance against verifiable ground truth. Tasks need to have checkable answers; no open-ended essays, no subjective judgment calls.

Expect to build scenarios across:

• Tier 1 handling: tickets with a known correct answer per knowledge base, macro selection against a rule set
• Exception management: refunds and exceptions against a defined policy with known approved/denied outcomes, escalation routing with defined triggers
• Content ops: KB articles with required sections and accurate step counts against product reality

These scenarios will be challenging and take long sessions of focus.

Who we’re looking for

• 2+ years in customer support or CX ops (B2B SaaS, marketplace, or e-commerce)
• Expertise in one or more of the following: a major support platform (Zendesk, Intercom, Freshdesk, Front), macro and automation design, KB authoring, CSAT and QA processes
• Comfortable reading and producing support artifacts: ticket responses, KB articles, macros, escalation notes
• Clear written communication; can articulate reasoning step by step and encode it into deterministic rubrics

Compensation

$40–$55/hr depending on domain depth and prior experience. Strong contributors are promoted based on task quality and throughput.