Experienced Customer Support Expert - Consumer Goods - Remote Eligible

Experienced Customer Support Expert - Consumer Goods

$110 per hour

Mercor is collaborating with a leading AI lab that is conducting projects in the consumer goods sector. We are seeking experienced customer support professionals with strong knowledge of consumer goods workflows, product issue resolution, and customer communications. Experts will contribute their industry insight to help design, test, and refine AI systems that model real-world consumer support scenarios. This is a unique opportunity to apply your expertise toward advancing next-generation AI applications.

Key Responsibilities

• Advise on consumer goods customer support workflows, from product inquiries to returns and replacements

• Review and refine end-to-end processes for handling order issues, product quality concerns, and warranty claims

• Provide expertise on escalation management, compliance considerations, and customer communication standards

• Offer guidance on optimizing the use of customer support tools (e.g., Salesforce, Zendesk, Freshdesk, CRM platforms)

• Support the development of knowledge bases, training materials, and scenario-based documentation

Ideal Qualifications

• 5+ years of customer support experience in the consumer goods industry, ideally with some management experience

• Strong understanding of common consumer support scenarios, including returns, refunds, warranty claims, and product inquiries

• Familiarity with CRM systems, order management systems, and related customer support platforms

• Proven ability to analyze support workflows and recommend process improvements

• Strong communication and problem-solving skills, with experience managing complex or escalated 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 consumer goods 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.