Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups, and they are seeking a Customer Support Specialist to join their team. In this role, you will ensure users receive warm and competent support while addressing their questions and needs regarding the product.
Responsibilities
- Answer user questions over chat, email, and phone
- Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more
- Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
- Identify the systemic flaws that lead to user problems
- Work with our engineering team to find and squash bugs
- Communicate our users' needs to our partner banks and work with them to improve their products and processes
- Write help articles and FAQs
- Learn our internal tools and figure out how to improve them
- Put in place processes to make your job more efficient
- Help with other compliance and customer tasks
- Create and sustain warm relationships with our users
- Help build out the customer support and ops infrastructure at Mercury
Skills
- Have 2+ years of experience in a Customer Experience / Customer Support role
- Consistently exercise empathy
- Exude competence
- Always seek to answer the question behind the question
- Understand how to translate complex terminology into clear, human user communication
- Enjoy thinking about how to automate as much of your job as possible
- Keep a clean, ordered inbox
- Stay calm and collected while working on ten things at once
- Feel confident talking with startup folks in person, over chat, or on the phone
- Use creativity while working within difficult constraints
- Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)
- Required: you will need to be excited to work at least one weekend day per 5 day shift!
- And ideally, have a love for language
Benefits
- The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
- Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
Company Overview
Mercury provides digital banking and financial tools tailored for startups and modern businesses. It was founded in 2017, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://mercury.com.