Customer Success Specialist - SaaS

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 Success - Operations (India Region)
Type: Contract
Compensation: $15,000–$30,000
Location: Remote

Role Responsibilities

• Respond to support requests from Mercor’s talent pool with questions or issues applying for roles on our platform.
• Triage and investigate talent-reported issues. Identify redundancies and execute workflows to improve the talent experience.
• Proactively identify and document recurring user pain points. Share actionable insights with product and engineering teams to reduce support volume and improve self-serve experiences.
• Build talent-facing documentation to address common questions in our support queue.
• Advocate for our users internally. Help shape the product by championing their feedback and needs.
• Maintain enthusiasm and positivity while writing replies in near-perfect English.

Qualifications

Must-Have

• 1–3 years of experience in customer success, operations, or product support in a SaaS or marketplace environment.
• Strong communication and problem-solving skills. Proven ability to de-escalate issues and keep users happy.
• Experience using a support platform like Zendesk, Intercom, Help Scout, Freshdesk, Crisp.
• Natural product intuition. Notice friction points, think through solutions, and articulate them clearly to non-support teams.
• Comfort working cross-functionally to drive resolutions through process or product improvements rather than manual fixes.

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.