Customer Support AI Advisor

Join Mercor in partnership with a leading AI lab, as we seek experienced customer support professionals to help shape next-generation AI systems for the consumer goods industry. This remote, project-based role is perfect for experts eager to leverage their knowledge in customer workflows, issue resolution, and communications to advance AI solutions modeling real-world support scenarios.

Key Responsibilities

• Advise on customer support workflows, from product inquiries to returns and replacements.
• Review and refine processes for order issues, product quality concerns, and warranty claims.
• Provide expertise on escalation management, compliance, and communication standards.
• Offer guidance on optimizing customer support tools such as CRM platforms.
• Support development of knowledge bases, training resources, and scenario documentation.

Required Skills & Qualifications

• 5+ years of customer support experience in the consumer goods industry, ideally with management experience.
• Strong understanding of returns, refunds, warranty claims, and product inquiries.
• Familiarity with CRM systems and order management platforms.
• Proven ability to analyze workflows and recommend improvements.
• Excellent communication and problem-solving skills, including managing escalated cases.