Customer Support Specialist (Remote)

About the role

Mercur connects elite creative and technical talent with leading AI research labs. We are looking for a Customer Support Specialist to join our fully remote team and help talent navigate our platform.

Key responsibilities

• Respond to support requests from talent applying for roles on our platform.
• Tri­age and investigate issues using telemetry data, network request inspection, and database queries.
• Troubleshoot common browser problems and provide clear, friendly replies in near‑perfect English.
• Consolidate insights from support tickets and recommend product improvements.
• Create and maintain talent‑facing documentation for frequently asked questions.

Required profile

• Ability to debug web applications, demonstrated through a CS/Software Engineering degree or equivalent experience.
• 2‑5 years of experience supporting customers on modern web applications.
• Experience with SaaS‑based products.
• Familiarity with support platforms such as Zendesk, Intercom, Help Scout, Freshdesk or Crisp.

Required skills

• React
• Node.js
• Flask
• Next.js
• SQL (writing queries)
• Zendesk
• Intercom
• Help Scout
• Freshdesk
• Crisp

What we offer

• Annual compensation between $40,000 and $50,000 USD.
• Fully remote work environment.
• Contract‑based engagement.