Customer Support Specialist – Fully Remote

About the role

Mercur connects elite creative and technical talent with leading AI research labs and is looking for a Customer Support Specialist to join its remote team. You will be the first point of contact for talent using our platform, helping them navigate application processes and resolve technical issues.

Key responsibilities

• Respond promptly to support requests from Mercur’s talent pool.
• Investigate and troubleshoot issues by examining telemetry data, network requests, and database queries.
• Identify patterns, consolidate insights, and recommend product improvements.
• Create and maintain talent‑facing documentation for common questions.
• Communicate clearly and positively in near‑perfect English.

Required profile

• 2–5 years of experience supporting customers on modern web applications.
• Background in Computer Science, Software Engineering, or equivalent technical experience.
• Familiarity with SaaS‑based products and support workflows.

Required skills

• Debugging web applications (React, Node, Flask, Next.js).
• Experience with support platforms such as Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.

What we offer

• Contract role with compensation between $40,000 and $50,000.
• Fully remote work environment.