Customer Success - Operations (India Region)

• 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
• Giving users a speedy and delightful experience when they run into issues or have questions.
• Triage and investigate bug reports.

• 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
• Being super savvy with modern websites and issues SaaS-type applications run into.

• Experience in customer success, operations, or product support in a SaaS or marketplace environment

Project and contracting process: Mercor. Applications continue on the provider's website.