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For Companies At a Glance
- Tasks: Support customers by managing inquiries and improving service quality.
- Company: Join a leading AI talent connector with top investors.
- Benefits: Competitive hourly pay, remote work, and weekly payments.
- Other info: Flexible remote role with opportunities for growth.
- Why this job: Be part of an innovative team making a difference in customer experience.
- Qualifications: 2+ years in customer support and expertise in support tools.
The predicted salary is between 32000 - 44000 £ per year.
Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.
Position: Customer Support Expert
Type: Contract
Compensation: $40–$55/hour
Location: Remote
Role Responsibilities
- Build long-horizon support tasks with deterministic rubrics to evaluate agent performance.
- Develop scenarios for Tier 1 handling with known correct answers and macro selection.
- Manage exceptions and refunds using defined policies and escalation routing.
- Create Content ops tasks with accurate KB articles and step counts.
- Work independently and asynchronously to improve task quality and throughput.
Qualifications
Must-Have
- 2+ years in customer support or CX ops in B2B SaaS, marketplace, or e-commerce.
- Expertise in Zendesk, Intercom, Freshdesk, Front, macro and automation design, or KB authoring.
- Proficient in reading and producing support artifacts like ticket responses and macros.
- Clear written communication skills to articulate reasoning and encode it into deterministic rubrics.
Compensation & Legal
Hourly contractor, paid weekly via Stripe Connect.
Application Process (Takes 20–30 mins to complete)
- Upload resume
- AI interview based on your resume
- Submit form
For details about the interview process and platform information, please check: any help or support, reach out to: PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.
Customer Support Specialist in London employer: Mercor
Contact Detail:
Mercor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist in London
✨Tip Number 1
Get familiar with the tools mentioned in the job description, like Zendesk and Intercom. We want to see that you can hit the ground running, so brush up on your skills and maybe even create a mock scenario to showcase your expertise.
✨Tip Number 2
Practice your communication skills! Clear and concise writing is key in customer support. We suggest drafting responses to common customer queries to show off your ability to articulate reasoning effectively.
✨Tip Number 3
Don’t forget to prepare for the AI interview! It’s a unique opportunity to let your personality shine through. We recommend reviewing your resume and thinking about how your experiences align with the role.
✨Tip Number 4
Apply through our website! It’s quick and easy, and we review applications daily. The sooner you get your application in, the better your chances of landing that Customer Support Specialist gig!
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights your experience in customer support, especially in B2B SaaS or e-commerce. We want to see how your skills align with the role, so don’t be shy about showcasing relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer support and how your background makes you a perfect fit for our team. Keep it concise but engaging!
Show Off Your Communication Skills: Since clear written communication is key for this role, make sure your application materials are well-written and free of errors. We love seeing applicants who can articulate their thoughts clearly and effectively.
Complete the AI Interview: Don’t forget to complete the AI interview based on your resume! It’s a crucial part of our application process, and we review applications daily, so get it done to boost your chances!
How to prepare for a job interview at Mercor
✨Know Your Tools
Familiarise yourself with customer support tools like Zendesk and Intercom. Be ready to discuss how you've used these platforms in your previous roles, as this will show your expertise and readiness for the job.
✨Showcase Your Communication Skills
Since clear written communication is key, prepare examples of how you've effectively articulated solutions to customers. Practice explaining complex issues simply, as this will demonstrate your ability to encode reasoning into support artifacts.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of specific scenarios where you managed exceptions or refunds, and be ready to explain your thought process and the outcomes.
✨Highlight Your Independence
As the role requires working independently and asynchronously, share experiences where you successfully managed tasks on your own. This will illustrate your ability to improve task quality and throughput without constant supervision.