Job details

Customer Success Associate

Mercor’s Talent Success team is hiring!

Our Talent Success team is responsible for ensuring everyone using our platform is having a delightful experience end to end, from applying to job listings, taking our AI-led interviews, accepting offers on our platform, and getting paid for their hard work.

About the Role

Mercor has thousands of users joining the platform each week to interview for different roles our clients have posted. When they run into issues or have questions and reach out for help, you will be responsible for giving them a speedy and delightful experience.

You will work directly with our engineering team, triaging and investigating bug reports so being super savvy with modern websites and issues SaaS-type applications run into will come in handy.

Since your conversations with the talent applying on our platform will often be the first interaction someone has with Mercor, maintaining an enthusiastic, upbeat tone while writing at native English level proficiency is important. We use a lighthearted and informal tone in our support communication while at the same time being very professional and precise in our replies.

Key Responsibilities

Respond to support requests from Mercor’s talent pool who have a question or issue applying for roles on our platform
Triage and investigate talent-reported issues. Identify redundancies and plan-execute-monitor day to day talent success workflows for improving experience for our talent where it matters the most.
Proactively identify and document recurring user pain points/issues, sharing actionable insights with product and engineering teams to reduce support volume and improve self-serve experiences
Build talent-facing documentation to answer common questions we get in our support queue
Advocate for our users internally—help shape the product by championing their feedback and needs.
Maintain enthusiasm and positivity while writing replies in near-perfect English

Qualifications

1–3 years of experience in customer success, operations, or product support in a SaaS or marketplace environment
Strong communication and problem-solving skills, with a proven ability to de-escalate issues and keep users happy.
Experience using a support platform (like Zendesk, Intercom, Help Scout, Freshdesk, Crisp)
Natural product intuition—you notice friction points, think through solutions, and can articulate them clearly to non-support teams
Comfort working cross-functionally to drive resolutions through process or product improvements rather than manual fixes

At Mercor, we recognize that exceptional ability comes in all forms, a core philosophy on which we built our platform. Because of this, we welcome candidates from diverse backgrounds with unique experiences and transferable skill sets, even if they don't meet all the preferred qualifications listed above.

About Mercor

Mercor is training models that predict how well someone will perform on a job better than a human can. Similar to how a human would review a resume, conduct an interview, and decide who to hire, we automate all of those processes with LLMs. Our technology is so effective it’s used by all of the top 5 AI labs.

We crossed a $100M revenue run rate and have averaged 59% month over month growth for the last 6 months, making us the fastest growing company in the world. The team is small, and we remain extremely profitable because we can’t hire great people as fast as revenue is growing.

We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.