Customer Support Specialist - SaaS

About The JobMercor 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 ExpertType: ContractCompensation: $40–$55/hourLocation: RemoteRole ResponsibilitiesBuild 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.QualificationsMust-Have2+ 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 & LegalHourly contractorPaid weekly via Stripe ConnectApplication Process (Takes 20–30 mins to complete)Upload resumeAI interview based on your resumeSubmit formResources & SupportFor details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcomeFor any help or support, reach out to: support@mercor.comPS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.