Customer Service Expert

Mercor is hiring experienced Customer Service professionals to support high-impact projects with leading AI labs and research organizations. Freelancers will use their frontline experience to evaluate, refine, and verify AI-generated customer interactions across channels (chat, email, voice, social), ensuring accuracy, empathy, policy compliance, and brand alignment.

This is a unique opportunity to apply your customer support expertise toward shaping the next generation of intelligent service assistants.

Key Responsibilities

• Review and refine AI-generated responses for tone, empathy, clarity, and brand voice

• Evaluate replies for policy, compliance, and risk (refunds, credits, privacy, safety)

• Build and apply QA rubrics; score conversations for CSAT/NPS and resolution quality

• Tag and organize content by intent, issue type, product area, and complexity

• Create and improve macros, knowledge-base articles, and escalation decision trees

• Stress-test edge cases and draft prompts/playbooks for complex scenarios

• Support benchmarking to assess model capabilities across channels and use cases

Ideal Qualifications

• 2+ years in customer service or support operations (agent, team lead, QA analyst, trainer, or similar)

• Experience with ticketing/CRM and contact center tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom)

• Strong written communication; proven ability to write clear macros and help-center content

• Familiarity with QA frameworks, de-escalation techniques, and first-contact resolution best practices

• Attention to detail and comfort identifying policy risks or inconsistent guidance

• Multilingual or bilingual experience is a plus

Project Timeline

• Start Date: Immediate

• Duration: 1–2 months

• Commitment: Part-time (15–25 hours/week, with flexibility up to 40 hours/week)

Application & Onboarding Process

• Upload your resume

• AI interview: A short, 15-minute conversational session to understand your background, experience, and interest in the role

• Follow-up communication within a few days with next steps and onboarding details

Apply today and leverage your customer service expertise to help build the future of AI-driven support workflows!

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.

About Mercor

Mercor partners with leading AI labs and enterprises to train frontier models using human expertise. You will work on projects that focus on training and enhancing AI systems. You will be paid competitively, collaborate with leading researchers, and help shape the next generation of AI systems in your area of expertise.