Customer Support Specialist

Bazeta; United States; A distancia; USD 42.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Benefits

Descripción de la vacante

Mercury is hiring a Customer Support Specialist in the United States for a full-time, remote role. You will handle inquiries via chat, email, and phone, assist with account processing, card disputes, and shipments, and translate complex terms into clear guidance.

The role emphasizes empathy, proactive problem solving, and building warm relationships with startup users. You will collaborate with engineering to fix bugs, write help content, and help shape support processes and compliance tasks.

Formación

• 2+ years in Customer Experience or Support.
• Empathy and clear communication.
• Ability to translate complex terminology into simple language.

Responsabilidades

• Answer user questions via chat, email, and phone.
• Process account requests such as applications, card disputes, missing payments, and card shipments.
• Teach customers how to use the product and translate confusion into product suggestions.
• Identify systemic flaws in the product and process.
• Work with engineering to squash bugs.
• Communicate user needs to partner banks.
• Write help articles and FAQs.
• Learn internal tools and improve them.
• Put processes in place to make support run smoothly.
• Help with compliance and customer tasks.
• Sustain warm user relationships.

Conocimientos

Empathy

Ask clarifying questions

Clear communication

Problem solving

Calm under pressure

Descripción del empleo

# Customer Support SpecialistUnited States7 hours agoID 3187527Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: Mercury## DescriptionMercury is building the complete finance stack for startups. More than 300,000 startups and small businesses use Mercury. The support team charms users with warmth and competence. Note: Mercury is a financial technology company, not an FDIC-insured bank; banking services are provided via Choice Financial Group and Column N.A., Members FDIC. What you will do • Answer user questions over chat, email, and phone • Handle account requests such as application processing, card disputes, missing payments, and card shipments • Teach customers how to use the product and translate confusion into product suggestions • Identify systemic flaws in the product and process • Work with engineering to squash bugs • Communicate user needs to partner banks • Write help articles and FAQs • Learn internal tools and improve them • Put processes in place to make support run smoothly • Help with compliance and customer tasks • Sustain warm user relationships • Help build support and operations infrastructure What you bring • 2+ years of Customer Experience / Customer Support experience • Empathy • Ability to answer the question behind the question • Ability to translate complex terminology into clear human communication • Enjoy automating your job • Clean, ordered inbox • Calm while juggling many things at once • Confident talking with startup folks in person, on chat, and on the phone • Creativity within constraints • Kindness under pressure Would be nice if you • Retail branch banking experience • Passionate about uncovering customer needs • Proactive in finding solutions to unmet needs Schedule information • REQUIRED at least one weekend day per 5-day shift • Hiring for multiple shifts; openings covered early in the interview process • Fixed schedule with a long-term commitment; not rotating Total rewards Base salary plus equity and benefits. Salary ranges are updated regularly.