Remote Customer Support Expert - AI Trainer ($40-$55 per hour)
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.
Qualifications
- 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.
- Located in the United States or Canada.
Compensation $40-$55 / hr depending on domain depth and prior experience. Strong contributors are promoted based on task quality and throughput.
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