Experienced Customer Support Expert - Consumer Goods

1. Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the consumer goods sector. We are seeking experienced customer support professionals with strong knowledge of consumer goods workflows, product issue resolution, and customer communications. Experts will contribute their industry insight to help design, test, and refine AI systems that model real-world consumer support scenarios. This is a unique opportunity to apply your expertise toward advancing next-generation AI applications.

2. Key Responsibilities

• Advise on consumer goods customer support workflows, from product inquiries to returns and replacements

• Review and refine end-to-end processes for handling order issues, product quality concerns, and warranty claims

• Provide expertise on escalation management, compliance considerations, and customer communication standards

• Offer guidance on optimizing the use of customer support tools (e.g., Salesforce, Zendesk, Freshdesk, CRM platforms)

• Support the development of knowledge bases, training materials, and scenario-based documentation

3. Ideal Qualifications

• 5+ years of customer support experience in the consumer goods industry, ideally with some management experience

• Strong understanding of common consumer support scenarios, including returns, refunds, warranty claims, and product inquiries

• Familiarity with CRM systems, order management systems, and related customer support platforms

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing complex or escalated cases

4. More About the Opportunity

• Expected commitment: ~20–40 hours/week

• Project-based engagements with potential for ongoing contracts

6. Application Process

• Submit your resume or LinkedIn profile to get started

• Complete a short video interview highlighting consumer goods customer support expertise

• Responses typically provided within 5 business days

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.