Experienced Customer Support Expert - Critical Infrastructure

1. Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the critical infrastructure sector. We are seeking experienced customer support professionals with backgrounds in state and local government critical infrastructure, including utilities, transportation systems, emergency services, water treatment, and public health. Experts will contribute their insight to help design, test, and refine AI systems that simulate real-world critical infrastructure support workflows. This is a unique opportunity to apply your expertise to projects advancing next-generation AI applications in essential public services.

2. Key Responsibilities

• Advise on customer service workflows across utilities, transportation, emergency services, water treatment, and public health systems

• Review and refine processes for handling service outages, emergency response communications, billing issues, and compliance-related inquiries

• Provide expertise on escalation management, incident response, and customer communication standards in regulated environments

• Offer guidance on tools used in public sector and infrastructure support (e.g., ticketing/help desk systems, CRM platforms, outage management systems)

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

3. Ideal Qualifications

• 5+ years of customer support experience in critical infrastructure sectors (utilities, transportation, emergency services, water treatment, or public health)

• Strong understanding of common service scenarios, including outage management, urgent response workflows, and compliance-driven inquiries

• Familiarity with customer service and help desk tools, outage reporting platforms, and public sector CRM systems

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing escalated or time-sensitive 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 your customer support expertise in critical infrastructure

• 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.