Fintech CX Specialist — Equity Eligible

Remote Jobs; San Francisco (CA); Sur place; USD 48 000 - 58 000; Plein temps

Résumé du poste

Mercury is building a complete finance stack for startups and is looking for a smart Customer Support teammate. You’ll help users with questions, ensuring warmth and competence while understanding our product in detail in a US fintech context.

You’ll handle chat, email, and phone inquiries, process account requests, teach users how to use the product, and collaborate with engineering and partner banks to improve processes. Equal opportunity employer.

Qualifications

• 2+ years in a Customer Experience/Support role.
• Translate complex terminology into clear user communication.
• Ability to automate repetitive tasks and improve processes.
• Maintain a clean, organized inbox and manage multiple tasks.
• Stay calm under pressure while assisting startup customers.
• Engage with users via chat, email and phone with warmth and empathy.

Responsabilités

• Answer user questions over chat, email, and phone.
• Handle account requests, including applications, disputes, and payments.
• Educate customers on using Mercury and translate confusion into product feedback.
• Identify systemic flaws and work with engineering to fix bugs.
• Collaborate with partner banks to improve processes.
• Write help articles and FAQs; learn and improve internal tools.
• Help build out customer support and ops infrastructure.
• Maintain warm relationships with users and support weekend shifts.

Connaissances

Empathy

Clear communication

Problem solving

Automation mindset

Time management

Multi-channel support

Description du poste

Mercury is building a complete finance stack for startups and is looking for a smart Customer Support teammate. You’ll help users with questions, ensuring warmth and competence while understanding our product in detail in a US fintech context.

You’ll handle chat, email, and phone inquiries, process account requests, teach users how to use the product, and collaborate with engineering and partner banks to improve processes. Equal opportunity employer.