Experienced Customer Support Expert - Internal Business Ops

1. Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the internal business operations domain. We are seeking experienced professionals with backgrounds in IT support, expense management, and HR case management. Experts will contribute their knowledge to help design, test, and refine AI systems that model real-world internal operations workflows. This is a unique opportunity to apply your expertise to projects that advance next-generation AI applications for organizational support functions.

2. Key Responsibilities

• Advise on internal business operations workflows, including IT support, expense management, and HR case handling

• Review and refine end-to-end processes for ticket resolution, employee inquiries, and policy compliance issues

• Provide expertise on escalation management, secure handling of sensitive data, and internal communication standards

• Offer guidance on tools commonly used in business operations (e.g., ServiceNow, Workday, Concur, Jira, HR case management platforms)

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

3. Ideal Qualifications

• 5+ years of experience in internal business operations support (IT, HR, finance, or related functions)

• Strong understanding of workflows such as IT troubleshooting, expense processing, HR inquiries, and case resolution

• Familiarity with enterprise tools (e.g., ServiceNow, Workday, Concur, Jira, or similar systems)

• Proven ability to analyze and improve internal support workflows

• Strong communication and problem-solving skills, with experience handling escalated or sensitive cases

4. More About the Opportunity

• Expected commitment: ~20–40 hours/week

6. Application Process

• Submit your resume or LinkedIn profile to get started

• Complete a short video interview highlighting your internal business operations 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.