Experienced Customer Support Expert - Discrete Manufacturing - Remote Eligible

Experienced Customer Support Expert - Discrete Manufacturing

$110 per hour

Hourly contract

Remote

Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the discrete manufacturing sector. We are seeking experienced customer support professionals with backgrounds in hardware manufacturing, including products such as printers, laptops, and other electronics. Experts will provide insight to help design, test, and refine AI systems that simulate real-world support workflows for manufactured products. This is a unique opportunity to apply your customer service expertise to projects advancing next-generation AI applications in the manufacturing domain.

Key Responsibilities

• Advise on customer service workflows in discrete manufacturing, from product setup through warranty and repair resolution

• Review and refine processes for handling product defects, warranty claims, returns, and technical inquiries

• Provide expertise on escalation management, compliance requirements, and technical support communications

• Offer guidance on tools used in manufacturing support (e.g., CRM systems, warranty and service management platforms, ticketing systems)

• Support the development of product troubleshooting guides, knowledge bases, and scenario-based documentation for AI testing

Ideal Qualifications

• 5+ years of customer support experience in discrete manufacturing (hardware/electronics such as printers, laptops, or similar devices)

• Strong understanding of common support scenarios, including product defects, warranty processes, and hardware troubleshooting

• Familiarity with CRM systems, warranty/service management tools, and technical support platforms

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing escalated or technically complex cases

More About the Opportunity

• Remote and asynchronous — flexible scheduling

• Expected commitment: ~20–40 hours/week

• Project-based engagements with potential for ongoing contracts

Compensation & Contract Terms

• $100–120/hour depending on experience and geography

• Payments issued weekly via Stripe Connect

• Independent contractor classification

Application Process

• Submit your resume or LinkedIn profile to get started

• Complete a short video interview highlighting your discrete manufacturing customer support expertise

• Responses typically provided within 5 business days

About Mercor

• Mercor is a talent marketplace that connects top experts with leading AI labs and research organizations.

• Our investors include Benchmark, General Catalyst, Adam D'Angelo, Larry Summers, and Jack Dorsey.

• Thousands of professionals across domains like law, creatives, engineering, and research have joined Mercor to work on frontier projects shaping the next era of AI.

We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.