Customer Support Specialist - Fully Remote

mercor; Comisión de Fomento de Perú; Remote; ARS 60,635,000 - 75,794,000; Full time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) for a remote, contract-based position. You will respond to talent-reported queries, troubleshoot issues, and help optimize the user experience on our platform.

The role requires strong web-app experience, SaaS background, and familiarity with support tools like Zendesk or Intercom. Remote collaboration across time zones is essential.

Qualifications

• Degree in Computer Science, Software Engineering, or a related technical field or 2–5 years of experience building modern web applications.
• Experience doing SaaS-based product work.
• Experience using a support platform like Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.

Responsibilities

• Respond to support requests from Mercor’s talent pool about applying for roles on our platform.
• Triage and investigate talent-reported issues using telemetry data, network requests, and database queries.
• Troubleshoot common browser issues and document findings for internal teams.
• Consolidate insights and make recommendations about product areas needing improvement.
• Build talent-facing documentation to address common questions in our support queue.

Skills

Debug web applications

SaaS product work

Customer support

Education

Degree in CS/Software Engineering or related field

Tools

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

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 Success Engineer (LatAm) Type: Contract Compensation: $40,000–$50,000 Location: Remote

Responsibilities

• Respond to support requests from Mercor’s talent pool who have questions or issues applying for roles on our platform.
• Triage and investigate talent-reported issues by examining telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues.
• Consolidate insights and make recommendations about product areas needing improvement.
• Build talent-facing documentation to address common questions in our support queue.
• Maintain enthusiasm and positivity while writing replies in near-perfect English.

Qualifications Must-Have

• Ability to debug web applications, likely from a Degree in Computer Science , Software Engineering , or a related technical field OR experience building modern web applications ( React , Node , Flask , Next.js , etc.) OR 2-5 years of experience supporting customers on such web applications.
• Experience doing SaaS-based product work .
• Experience using a support platform like Zendesk , Intercom , Help Scout , Freshdesk , or Crisp .

Originally posted on Himalayas