Customer Support Specialist

Mercury; United States; Remote; USD 43,000 - 58,000; Full time

Job summary

Mercury is building a complete finance stack for startups. We’re seeking a thoughtful Customer Support specialist to ensure users feel heard and helped across chat, email, and phone.

You’ll need 2+ years in a Customer Experience role, empathy, and the ability to translate complex banking terms into clear, human language. You’ll work with the product and partnerships teams to improve the customer experience and scale support as we grow.

Qualifications

• 2+ years in a Customer Experience / Customer Support role.
• Translate complex terminology into clear, human user communication.
• Automate and streamline processes where possible.
• Maintain an organized, responsive inbox and multi-task calmly.

Responsibilities

• Answer user questions over chat, email, and phone.
• Handle user account requests including application processing, disputes, payments, and shipments.
• Teach customers how to use our product and translate confusion into product feedback.
• Identify systemic flaws and work with engineering to fix bugs.
• Collaborate with partner banks to improve products and processes.
• Write help articles and FAQs and improve internal tools.

Skills

Empathy

Clear communication

Customer support

Startup experience

Problem solving

Job description

the company is building a complete finance stack for startups. Since we launched the company in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.

As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.

You’ll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.

**the company is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.*

What You’ll Do:

• 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 the company

What You Bring:

• Have 2+ years of experience in a Customer Experience / Customer Support role
• Consistently exercise empathy
• 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)

Would be nice if you:

• Have experience working in retail branch banking
• Are passionate about uncovering customer needs
• Enjoy solving customer problems and proactively offering solutions to unmet needs

Schedule Information:

• Required: be available to work at least one weekend day per 5 day shift
• We are currently hiring for multiple shifts. Openings will be covered early in the interview process
• Your working schedule will be fixed - this is long-term commitment, not a rotating shift

the company values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at the company are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

Total Rewards

The total rewards package at the company includes base salary, equity (stock options/RSUs), 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. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

$48,100—$58,400 USD

US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

$43,300—$52,500 USD