Operations Coordinator - Fully Remote | Upto $30K/yr

mercor; India; Remote; INR 1,453,000 - 2,907,000; Part time

Job summary

Mercor seeks a Customer Success - Operations professional for its India region on a remote contract. You will handle talent-related support requests, triage issues, and document recurring pain points to drive product improvements.

The role requires strong communication, problem solving, and the ability to de-escalate situations. You will build user-focused documentation and collaborate with product and engineering teams to reduce support volume.

Qualifications

• 1–3 years of customer success, operations, or product support in a SaaS or marketplace.
• Strong communication and problem-solving skills with de-escalation ability.
• Experience using a support platform (Zendesk/Intercom/Help Scout/Freshdesk/Crisp).
• Ability to identify friction points and communicate solutions clearly.

Responsibilities

• Respond to support requests from Mercor’s talent pool about applying for roles.
• Triage issues and improve workflows to enhance talent experience.
• Document recurring user pain points and share insights with product/engineering.
• Create talent-facing documentation for common questions.
• Advocate for users and help shape the product with feedback.
• Maintain near-perfect English in written replies.

Skills

Strong communication

Problem solving

De-escalation

Cross-functional collaboration

Tools

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

About the job

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 - Operations (India Region)
Type: Contract
Compensation: $15,000–$30,000
Location: Remote

Role Responsibilities

• Respond to support requests from Mercor’s talent pool with questions or issues applying for roles on our platform.
• Triage and investigate talent-reported issues. Identify redundancies and execute workflows to improve the talent experience.
• Proactively identify and document recurring user pain points. Share actionable insights with product and engineering teams to reduce support volume and improve self-serve experiences.
• Build talent-facing documentation to address common questions 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 Must-Have

• 1–3 years of experience in customer success, operations, or product support in a SaaS or marketplace environment.
• Strong communication and problem-solving skills. 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. Notice friction points, think through solutions, and articulate them clearly to non-support teams.
• Comfort working cross-functionally to drive resolutions through process or product improvements rather than manual fixes.