Customer Experience Operations Specialist

Mercor; Mumbai; On-site; INR 1,400,000 - 2,800,000; Full time

Job summary

Mercor is seeking a Customer Experience Operations specialist to own expert experience across onboarding, support, payments and project matching. You will coordinate owners across Engineering, Operations, Product and Talent Success to ensure cross-team projects move from ideation to fixed outcomes.

You should have startup-scale operations experience, be comfortable influencing without authority, and be fluent with AI tools to automate workflows and accelerate sprint cycles.

Qualifications

• Startup experience or high-ownership operations role.
• Ability to influence and coordinate without formal authority.
• Fluent with AI tools and automation capabilities.
• Excellent written and verbal communication skills.
• Comfortable in a fast-moving startup environment.
• Experience with marketplaces or contractor platforms is a plus.

Responsibilities

• Own cross-functional workstreams affecting expert experience (onboarding, support, payments, project matching).
• Coordinate owners across Engineering, Operations and other teams: set priorities, run check-ins, unblock work, meet deadlines.
• Identify friction from feedback, support tickets, and data; convert into prioritized asks for relevant teams across time zones.
• Build and run lightweight processes, dashboards and playbooks to keep work moving with minimal overhead.
• Leverage AI tools daily to automate repetitive tasks, summarize feedback, draft processes, and accelerate sprint cycles.
• Report progress and risks clearly to product managers and leadership.

Skills

Startup leadership

Cross-functional coordination

AI fluency

Organized communication

Ambiguity tolerance

Tools

SQL

BI tools

No-code tools

Job description

This is a full-time internal role at Mercor, open to candidates based in India only. You will work directly as part of Mercor's team.

About the role

Mercor is looking for a Customer Experience Operations specialist to own how experts experience our platform end to end. You will be required to get things done by coordinating several owners across Engineering, Operations, Product and Talent Success, and making sure problems that cross teams actually get fixed.

What you'll do

• Own cross-functional workstreams that affect the expert experience, from onboarding and support to payments and project matching

• Coordinate several owners across Engineering, Operations and other teams: set priorities, run check-ins, unblock work and hold people to deadlines

• Spot expert friction in feedback, support tickets and data, then turn it into clear, prioritized asks with respective teams across timezones

• Build and run lightweight processes, dashboards and playbooks that keep work moving without heavy overhead

• Use AI tools every day to automate repetitive work, summarize feedback, draft processes and speed up sprint cycles

• Report progress and risks clearly to product managers & leadership

Who you are

• An operator who gets things done: you have founded or run a startup, or held a high-ownership operations, product ops or chief-of-staff style role

• Comfortable leading through influence and coordinating engineers, operators and other stakeholders without formal authority

• Fluent with AI tools (Claude, agents, automation tools) and keen to find new ways to use them

• Organized and structured, with sound judgment on what matters most

• A clear, concise writer and communicator

• Comfortable with ambiguity and a fast-moving startup environment

Nice to have

• Experience with marketplaces, gig or contractor platforms, or customer or talent experience functions

• Comfort with data: SQL, spreadsheets or BI tools

• Experience building internal tools or workflows with no-code or AI tooling