Experienced Customer Support Expert - Discrete Manufacturing

1. Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the discrete manufacturing sector. We are seeking experienced customer support professionals with backgrounds in hardware manufacturing, including products such as printers, laptops, and other electronics. Experts will provide insight to help design, test, and refine AI systems that simulate real-world support workflows for manufactured products. This is a unique opportunity to apply your customer service expertise to projects advancing next-generation AI applications in the manufacturing domain.

2. Key Responsibilities

• Advise on customer service workflows in discrete manufacturing, from product setup through warranty and repair resolution

• Review and refine processes for handling product defects, warranty claims, returns, and technical inquiries

• Provide expertise on escalation management, compliance requirements, and technical support communications

• Offer guidance on tools used in manufacturing support (e.g., CRM systems, warranty and service management platforms, ticketing systems)

• Support the development of product troubleshooting guides, knowledge bases, and scenario-based documentation for AI testing

3. Ideal Qualifications

• 5+ years of customer support experience in discrete manufacturing (hardware/electronics such as printers, laptops, or similar devices)

• Strong understanding of common support scenarios, including product defects, warranty processes, and hardware troubleshooting

• Familiarity with CRM systems, warranty/service management tools, and technical support platforms

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing escalated or technically complex 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 discrete manufacturing 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.