Customer Experience Ops - Fully Remote

Mercor; Mumbai; Remote; INR 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Mercor is seeking a Customer Experience Operations specialist housed in India to own end-to-end expert experience on the platform. You will coordinate across Engineering, Operations, Product and Talent Success to ensure cross-team fixes and improvements, from onboarding through payments and project matching.

The role emphasizes execution, influence without formal authority, and leveraging AI tools to automate processes, improve feedback loops, and accelerate sprint cycles.

Qualifikationen

• Founder or high-ownership operations/product-ops experience is a must.
• Ability to coordinate engineers, operators and stakeholders without formal authority.
• Fluency with AI tools (Claude, agents, automation) and appetite to explore new uses.
• Structured, organized thinker with good judgment on priorities.
• Clear, concise writing and communication in fast-moving startup environments.

Aufgaben

• Own cross-functional workstreams affecting expert experience from onboarding to payments.
• Coordinate owners across Engineering, Operations and other teams; set priorities and track deadlines.
• Identify friction from feedback and tickets; convert into clear, prioritized asks for teams across timezones.
• Build lightweight processes, dashboards and playbooks to keep work moving with minimal overhead.
• Use AI tools daily to automate repetitive work, summarize feedback and speed up sprints.
• Report progress and risks to product managers and leadership.

Kenntnisse

Startup experience

Cross-functional leadership

Written communication

Organizational skills

Adaptability

Tools

Claude

Automation tools

SQL

BI tools

No-code tools

Jobbeschreibung

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