E-commerce Specialist - Customer Service

About the job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.

Position: Customer Service / E-commerce Specialist
Type: Contract
Compensation: $40–$60/hour
Location: Remote

Role Responsibilities

• Guide research and engineering teams to close knowledge gaps and improve AI model performance in customer service and e-commerce operations.
• Design challenging, domain-relevant tasks, and write accurate solutions to customer service and e-commerce problems.
• Evaluate tasks and solutions, providing clear, written technical feedback.
• Write and evaluate realistic customer conversations, applying store policies precisely.
• Develop rubrics to assess accuracy, policy compliance, tone, and resolution quality in AI customer support responses.
• Collaborate with other subject matter experts to ensure consistency and accuracy in training data.

Qualifications

Must-Have

• 3+ years of professional experience in customer service, customer support, retail, or e-commerce operations.
• Experience handling escalations and applying detailed policies.
• Working knowledge of support and commerce tools such as Zendesk, Salesforce Service Cloud, Gorgias, or Shopify.
• Demonstrable career progression.
• Ability to engage reliably for at least 20 hours/week during weekdays.
• Strong written communication skills.

Application Process (Takes 20–30 mins to complete)

• Upload resume
• AI interview based on your resume
• Submit form

Resources & Support

• For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome
• For any help or support, reach out to: [email protected]

PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.