Customer Success - Operations (India Region) | $15k-$30k/yr Remote
Overview
Mercor's platform connects domain experts with AI training gigs, and the Talent Success team keeps that experience smooth from first click to final payout. This full-time, remote position based in India puts you at the front line for thousands of weekly users who need help with interviews, offers, or payment issues. You'll work closely with the engineering team to chase down bugs and turn user pain points into product improvements. If you enjoy writing clear, cheerful replies and have a knack for spotting what breaks in a SaaS app, you'll fit right in.
What You'll Do6
- 1Handle support requests from talent who get stuck while applying for roles or running into issues on the platform.
- 2Triage reported problems, spot repeated themes, and plan daily workflows that improve the user experience without wasting effort.
- 3Document recurring pain points and share actionable insights with product and engineering to reduce incoming support volume and boost self-help options.
- 4Write clear, user-friendly guides that answer the most frequent questions in our support queue.
- 5Champion user needs internally by collecting and voicing feedback that shapes product decisions.
- 6Keep every reply positive and precise, writing at a native English level with an upbeat tone.
Requirements5
- 11–3 years in customer success, operations, or product support at a SaaS or marketplace company.
- 2Strong communication skills, including the ability to de-escalate upset users and keep them satisfied.
- 3Hands-on experience with a support platform like Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.
- 4A natural eye for product friction: you notice awkward flows and can describe fixes clearly to non-support teams.
- 5Comfort working across functions to drive long-term solutions through process or product changes, not manual one-offs.
Who Should Apply
You're someone who likes solving puzzles for people and can write with clarity and warmth. This role suits a support or operations pro who wants to grow into a product advocate. It will frustrate you if you prefer routine tasks or dislike ambiguity. Common reasons people don't get past the first screen: little to no familiarity with support tools, or a tendency to patch issues on a case by case basis instead of fixing the root cause. Show how you've turned a user complaint into a permanent product or process improvement.
Salary Insight
The stated salary is $15,000 to $30,000 per year. For a remote role in India, that range typically aligns with junior to mid level customer success positions. Your specific offer will depend on experience and interview performance.
Location
Required Skills
Application Tip
In your cover letter, describe a real example where you noticed a recurring user issue and collaborated with a technical team to eliminate it at the source, not just for that one case. Name the support tools you've used and quantify the outcome if possible, like 'reduced ticket volume by 15%'.
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