Customer Experience Architect & Support Lead

Mercury; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Equity

Growth opportunities

Descripción de la vacante

Mercury is a fintech company building a complete finance stack for startups, offering banking services through partner banks. Since 2019, Mercury has grown to serve over 300,000 startups and small businesses, with a culture that values diversity, belonging, and kindness.

We are seeking a Customer Experience specialist to answer questions across chat, email, and phone, help customers use our product, and drive improvements by spotting issues and collaborating with engineering.

Formación

• 2+ years of experience in customer experience or support.
• Empathy and ability to translate complex terms into clear communication.
• Comfort handling multiple tasks and using automation to improve processes.

Responsabilidades

• Answer user questions over chat, email, and phone.
• Handle account requests and teach customers how to use our product.
• Identify systemic flaws and collaborate with engineering to fix bugs.

Conocimientos

Experience in CX/Support

Empathy and clear communication

Multi-tasking and automation

Problem identification with Eng teams

Descripción del empleo

Mercury is a fintech company building a complete finance stack for startups, offering banking services through partner banks. Since 2019, Mercury has grown to serve over 300,000 startups and small businesses, with a culture that values diversity, belonging, and kindness.

We are seeking a Customer Experience specialist to answer questions across chat, email, and phone, help customers use our product, and drive improvements by spotting issues and collaborating with engineering.