Customer Success Specialist - SaaS

Mercor; Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

Mercor is seeking a Talent Success specialist in Mumbai to support applicants on our platform and ensure a fast, delightful experience from apply to offer.

You will triage bug reports with the engineering team, draft talent-facing docs, and advocate for user needs while maintaining an enthusiastic, native-English communication style.

Qualifications

• 1–3 years of experience in customer success, operations, or product support in a SaaS or marketplace environment.
• Strong communication and problem-solving skills, with a proven ability to de-escalate issues and keep users happy.
• Experience using a support platform (like Zendesk, Intercom, Help Scout, Freshdesk, Crisp).
• Natural product intuition—you notice friction points, think through solutions, and can articulate them clearly to non-support teams.
• Comfort working cross-functionally to drive resolutions through process or product improvements rather than manual fixes.

Responsibilities

• Respond to support requests from Mercor’s talent pool who have a question or issue applying for roles on our platform.
• Triage and investigate talent-reported issues. Identify redundancies and plan-execute-monitor day to day talent success workflows for improving experience for our talent where it matters the most.
• Proactively identify and document recurring user pain points/issues, sharing actionable insights with product and engineering teams to reduce support volume and improve self-serve experiences.
• Build talent-facing documentation to answer common questions we get in our support queue.
• Advocate for our users internally—help shape the product by championing their feedback and needs.
• Maintain enthusiasm and positivity while writing replies in near-perfect English.

Skills

Customer success

Communication

Problem solving

Cross-functional collaboration

SaaS knowledge

Tools

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

Mercor’s Talent Success team is hiring! Our Talent Success team is responsible for ensuring everyone using our platform is having a delightful experience end to end, from applying to job listings, taking our AI-led interviews, accepting offers on our platform, and getting paid for their hard work.

About the Role

Mercor has thousands of users joining the platform each week to interview for different roles our clients have posted. When they run into issues or have questions and reach out for help, you will be responsible for giving them a speedy and delightful experience.

You will work directly with our engineering team, triaging and investigating bug reports so being super savvy with modern websites and issues SaaS-type applications run into will come in handy.

Since your conversations with the talent applying on our platform will often be the first interaction someone has with Mercor, maintaining an enthusiastic, upbeat tone while writing at native English level proficiency is important. We use a lighthearted and informal tone in our support communication while at the same time being very professional and precise in our replies.Note: This is a full time employment opportunity with Mercor India.

Key Responsibilities

• Respond to support requests from Mercor’s talent pool who have a question or issue applying for roles on our platform

• Triage and investigate talent-reported issues. Identify redundancies and plan-execute-monitor day to day talent success workflows for improving experience for our talent where it matters the most.

• Proactively identify and document recurring user pain points/issues, sharing actionable insights with product and engineering teams to reduce support volume and improve self-serve experiences

• Build talent-facing documentation to answer common questions we get in our support queue

• Advocate for our users internally—help shape the product by championing their feedback and needs.

• Maintain enthusiasm and positivity while writing replies in near-perfect English

Qualifications

• 1–3 years of experience in customer success, operations, or product support in a SaaS or marketplace environment

• Strong communication and problem-solving skills, with a proven ability to de-escalate issues and keep users happy.

• Experience using a support platform (like Zendesk, Intercom, Help Scout, Freshdesk, Crisp)

• Natural product intuition—you notice friction points, think through solutions, and can articulate them clearly to non-support teams

• Comfort working cross-functionally to drive resolutions through process or product improvements rather than manual fixes

At Mercor, we recognize that exceptional ability comes in all forms, a core philosophy on which we built our platform. Because of this, we welcome candidates from diverse backgrounds with unique experiences and transferable skill sets, even if they don't meet all the preferred qualifications listed above.

About Mercor

Founded in 2023, Mercor is advancing the frontier of AI with human intelligence. Millions of domain experts on the platform are paid over $4 million per day to train frontier AI models. Mercor's APEX benchmark family measures AI's real-world impact on professional work, and Mercor Enterprise brings the same expert network and evaluation infrastructure to Fortune 500 companies deploying AI in production.

We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.