Customer Experience Operations Specialist
Mercor is hiring a Customer Experience Operations Specialist in India for a full-time internal role. The position focuses on improving the expert experience across onboarding, support, payments, and project matching through cross-functional coordination, process improvement, data insights, and AI-po
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Tolo Admin
Mercor is looking for a Customer Experience Operations Specialist to manage and improve the end-to-end experience of experts using its platform. The role involves coordinating teams across Engineering, Operations, Product, and Talent Success to resolve issues, improve workflows, and ensure cross-functional initiatives are completed on time.
Key Responsibilities
Own cross-functional workstreams affecting the expert experience, including onboarding, support, payments, and project matching.
Coordinate stakeholders across Engineering, Operations, Product, and related teams; establish priorities, conduct check-ins, remove blockers, and track deadlines.
Identify friction points from expert feedback, support tickets, and data.
Convert findings into clear, prioritized requests for relevant teams across time zones.
Build and manage lightweight processes, dashboards, and playbooks.
Use AI tools to automate repetitive tasks, summarize feedback, draft processes, and accelerate sprint cycles.
Communicate progress, risks, and updates clearly to product managers and leadership.
Candidate Requirements
Experience founding or running a startup, or working in a high-ownership operations, product operations, or Chief of Staff-style role.
Ability to coordinate engineers, operators, and other stakeholders through influence rather than formal authority.
Familiarity with AI tools, including Claude, AI agents, and automation tools.
Strong organizational skills and sound prioritization and decision-making.
Clear, concise written and verbal communication.
Comfort working in an ambiguous, fast-moving startup environment.
Nice-to-Have Skills
Experience with marketplaces, gig platforms, contractor platforms, customer experience, or talent experience functions.
Knowledge of SQL, spreadsheets, or business intelligence tools.
Experience building internal tools or workflows using no-code or AI-powered tools.
Location Requirement: Applicants must be based in India. This is a full-time internal position at Mercor, working directly as part of the company's team.
How to Apply
Apply through the supplied application link:
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