Experienced Customer Support Expert - Critical Infrastructure - Remote Eligible

Experienced Customer Support Expert - Critical Infrastructure

$110 per hour

Hourly contract

Remote

Role Overview

Mercor is collaborating with a leading AI lab that is conducting projects in the critical infrastructure sector. We are seeking experienced customer support professionals with backgrounds in state and local government critical infrastructure, including utilities, transportation systems, emergency services, water treatment, and public health. Experts will contribute their insight to help design, test, and refine AI systems that simulate real-world critical infrastructure support workflows. This is a unique opportunity to apply your expertise to projects advancing next-generation AI applications in essential public services.

Key Responsibilities

• Advise on customer service workflows across utilities, transportation, emergency services, water treatment, and public health systems
• Review and refine processes for handling service outages, emergency response communications, billing issues, and compliance-related inquiries
• Provide expertise on escalation management, incident response, and customer communication standards in regulated environments
• Offer guidance on tools used in public sector and infrastructure support (e.g., ticketing/help desk systems, CRM platforms, outage management systems)
• Support the development of knowledge bases, training materials, and scenario-based documentation for AI testing

Ideal Qualifications

• 5+ years of customer support experience in critical infrastructure sectors (utilities, transportation, emergency services, water treatment, or public health)
• Strong understanding of common service scenarios, including outage management, urgent response workflows, and compliance-driven inquiries
• Familiarity with customer service and help desk tools, outage reporting platforms, and public sector CRM systems
• Proven ability to analyze support workflows and recommend process improvements
• Strong communication and problem-solving skills, with experience managing escalated or time-sensitive 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 customer support expertise in critical infrastructure
• 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.