Customer Support Specialist - Fully Remote

mercor; Colombia; Remoto; COP 129.467.000 - 161.833.000; Tempo pieno

Descrizione del lavoro

Mercor is hiring a Customer Success Engineer for Latin America, on a remote, contract basis. You will support candidates applying to roles, triage issues, and document answers for the talent pool.

You should have a CS/related degree or strong web app experience (React/Node/Flask/Next.js) and proven SaaS support. Excellent written English is essential for every customer interaction.

Competenze

• Experience in SaaS customer support or success roles.
• Ability to debug web applications and read telemetry data.
• Experience using support platforms (Zendesk, Intercom, Freshdesk, etc.).

Mansioni

• Answer support requests from Mercor's talent pool regarding roles on the platform.
• Triage and investigate issues using telemetry data and browser logs.
• Summarize insights and recommend product improvements.
• Create talent-facing documentation for common questions.
• Maintain a positive tone in English when replying to users.

Conoscenze

Customer support

English communication

Formazione

Degree in Computer Science or related field

Strumenti

React

Node.js

Flask

Next.js

Descrizione del lavoro

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