Customer Experience Ops - Fully Remote | Up to $50K/yr

Mercor; Mumbai; Teletrabalho; INR 800 000 - 1 200 000; Tempo integral

Resumo da oferta

Mercor is seeking a Customer Experience Operations specialist based in India to own how experts experience our platform end-to-end. You will coordinate multiple owners across Engineering, Operations, Product and Talent Success to ensure cross-team issues are resolved and improvements are implemented.

You will lead onboarding, support, payments, and project matching workstreams, spotting friction in feedback and data, and translating it into actionable requests for teams across time zones.

Qualificações

• Experience in startup environments or chief-of-staff/operations roles.
• Ability to coordinate across Engineering, Operations, Product and Talent Success.
• Fluent with AI tools and automation.
• Strong written and verbal communication.

Responsabilidades

• Own cross-functional workstreams affecting the expert experience from onboarding to payments and project matching.
• Coordinate owners across Engineering, Operations and other teams: set priorities, run check-ins, unblock work and enforce deadlines.
• Identify friction in feedback, support tickets and data, and convert into clear, prioritized asks for teams across timezones.
• Build and run lightweight processes, dashboards and playbooks to keep work moving with minimal overhead.
• Use AI tools daily to automate repetitive tasks, summarize feedback, and speed up sprint cycles.
• Report progress and risks clearly to product managers and leadership.

Conhecimentos

Operations leadership

Cross-functional coordination

AI tooling proficient

Written communication

Ferramentas

SQL

BI tools

No-code tools

Descrição da oferta de emprego

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