About this opportunity
Overview
Mercor is seeking experienced Customer Service / E-commerce Specialists to support a leading AI lab’s GenAI team by contributing practical judgment on real customer interactions and helping improve AI training data for customer service and e-commerce workflows.
The role is remote and open to candidates in the United States. The source also states that the work is tied to a W-2 employment arrangement with Cincinnatus LLC for placement within a client team, while the posting itself is by Mercor. The job is described as part-time, with availability of at least 20 hours per week on weekdays.
The work focuses on customer support operations, order management, returns and refunds, billing issues, escalation handling, and evaluating or writing high-quality responses for AI training purposes.
What You'll Do
- Help close knowledge gaps for research and engineering teams working on customer service and e-commerce operations.
- Design challenging, domain-relevant tasks and write accurate solutions for customer service and e-commerce scenarios.
- Review tasks and solutions and provide clear written feedback.
- Write and evaluate realistic customer conversations covering orders, returns, refunds, billing, and account issues.
- Apply store policies carefully when assessing responses and workflows.
- Develop rubrics to assess accuracy, policy compliance, tone, and resolution quality in AI support responses.
- Work with other subject matter experts to keep training data consistent and accurate.
Requirements
- At least 3 years of dedicated professional experience in customer service, customer support, retail, or e-commerce operations at a recognized organization.
- Hands-on experience handling escalations and applying detailed policies for returns, refunds, exchanges, and billing disputes.
- Working knowledge of tools such as Zendesk, Salesforce Service Cloud, Gorgias, or Shopify.
- Demonstrable career progression, such as moving from Support Agent to Senior/Tier 2 Agent, Team Lead, or QA Specialist.
- Ability to commit to at least 20 hours per week during weekdays.
- Strong written communication skills and the ability to explain complex decisions clearly.
Contract and Working Conditions
- This is a fully remote role that can be completed on your own schedule.
- The source states that projects may be extended, shortened, or ended early depending on needs and performance.
- Payments are made weekly on Stripe or Wise based on services rendered.
- The source notes that H1-B and STEM OPT candidates are not supported at this time.
