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For Companies At a Glance
- Tasks: Support customers and enhance their experience with innovative solutions.
- Company: Join a leading AI talent connector backed by top investors.
- Benefits: Earn $40–$55/hour, work remotely, and enjoy flexible hours.
- Other info: Dynamic remote role with opportunities for growth and learning.
- Why this job: Make a difference in customer support while working with cutting-edge technology.
- Qualifications: 2+ years in customer support with expertise in tools like Zendesk.
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.
CX Operations Expert - Fully Remote in London employer: Mercor
Contact Detail:
Mercor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Operations Expert - Fully Remote in London
✨Tip Number 1
Get familiar with the tools mentioned in the job description, like Zendesk and Intercom. We want to see you shine in your interview, so brush up on your skills and maybe even create a mock scenario to showcase your expertise!
✨Tip Number 2
Practice your written communication skills! Since clear communication is key for this role, try drafting responses to common customer queries. We can help you refine your approach to ensure you articulate your reasoning effectively.
✨Tip Number 3
Don’t forget to prepare for the AI interview! It’s a unique opportunity to show off your experience. We recommend reviewing your resume and thinking about how your past roles align with the responsibilities of a CX Operations Expert.
✨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 dream job with us!
We think you need these skills to ace CX Operations Expert - Fully Remote in London
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights your experience in customer support or CX ops, 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 Clear Responses: When filling out the application, keep your written communication clear and concise. We value articulate reasoning, so make sure your answers reflect that. Think of it as a chance to show off your writing skills!
Showcase Your Tools Expertise: If you’ve got experience with tools like Zendesk or Intercom, let us know! Highlighting your proficiency in these platforms can really set you apart from other candidates. We love seeing how you can leverage tech to enhance customer support.
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. We review applications daily, so getting this done will help us consider you for the role sooner rather than later.
How to prepare for a job interview at Mercor
✨Know Your Tools
Familiarise yourself with the customer support tools mentioned in the job description, like Zendesk and Intercom. Be ready to discuss how you've used these platforms in your previous roles and any specific features you find particularly useful.
✨Showcase Your Communication Skills
Since clear written communication is key for this role, prepare examples of how you've effectively communicated with customers in the past. Think about times when your communication helped resolve an issue or improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Practice articulating your thought process on how you would handle common customer support situations, especially those related to exceptions and refunds.
✨Demonstrate Independence and Initiative
This role requires working independently and asynchronously. Be ready to share examples of how you've successfully managed tasks on your own, improved processes, or taken the initiative to enhance task quality in previous positions.