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
- 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.
We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.
Contract and Payment Terms
- You will be engaged as an independent contractor.
- This is a fully remote role that can be completed on your own schedule.
- Projects can be extended, shortened, or concluded early depending on needs and performance.
- Your work at Mercor will not involve access to confidential or proprietary information from any employer, client, or institution.
- Payments are weekly on Stripe or Wise based on services rendered.
- Please note: We are unable to support H1-B or STEM OPT candidates at this time.
