Customer Support / Case Management Specialist

1. Role Overview

Mercor is partnering with a leading AI organization to improve AI systems’ ability to process and interpret complex case information in regulated environments. We are seeking experienced professionals with backgrounds in case management, customer support, or education services to help model workflows involving policy interpretation, data handling, and resolution pathways. This opportunity is ideal for those with practical experience managing queries within compliance-focused systems.

2. Key Responsibilities

Review and interpret case notes and structured queries
Identify applicable policies or procedural documentation to guide responses
Simulate resolution workflows for common and edge-case scenarios
Flag out-of-scope or conflicting cases for escalation
Ensure outputs align with official guidance and avoid inappropriate language

3. Ideal Qualifications

3+ years of experience in case management, customer service, education support, or public policy interpretation
Strong written communication and high attention to detail
Familiarity with working in policy-driven or compliance-sensitive environments
Ability to analyze documentation and synthesize relevant points
Background in education, law, social care, or public administration preferred

4. Compensation & Contract Terms

Compensation based on experience and project scope
Estimated commitment: 10–20 hours/week

5. Application Process

Submit your resume to get started
You’ll complete a brief form to share more about your experience with case-based workflows and policy interpretation

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

Contract and Payment Terms

You will be engaged as an independent contractor.
This is a fully remote role that can be completed on your own schedule.
Projects can be extended, shortened, or concluded early depending on needs and performance.
Your work at Mercor will not involve access to confidential or proprietary information from any employer, client, or institution.
Payments are weekly on Stripe or Wise based on services rendered.
Please note: We are unable to support H1-B or STEM OPT candidates at this time.

About Mercor

Mercor partners with leading AI labs and enterprises to train frontier models using human expertise. You will work on projects that focus on training and enhancing AI systems. You will be paid competitively, collaborate with leading researchers, and help shape the next generation of AI systems in your area of expertise.

If you are looking for flexible remote work, we encourage you to apply.