Remote Fintech Customer Support Specialist

Mercury Technologies, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 43,000 - 58,000; Full time

Job summary

Mercury Technologies, Inc. is seeking a proactive Customer Support specialist to ensure users are supported across chat, email, and phone. You will resolve account requests, explain complex fintech terms in simple language, and work closely with engineering to improve the product and fix issues.

You’ll help build out Mercury’s customer support and ops infrastructure while maintaining warm relationships with users and driving scalable support processes in a fast-growing fintech environment.

Qualifications

• 2+ years in a Customer Experience / Customer Support role.
• Ability to translate complex terms into simple user language.
• Interest in automation to improve the job and processes.

Responsibilities

• Answer user questions via chat, email, and phone.
• Handle account requests including processing, disputes, and payments.
• Educate users on the product and suggest improvements.
• Work with engineering to identify and fix bugs.
• Create help articles and FAQs.
• Build and refine customer support processes and tools.
• Maintain warm relationships with users and support fintech customers.

Skills

Empathy

Clear communication

Problem solving

Customer focus

Multitasking

Job description

Mercury Technologies, Inc. is seeking a proactive Customer Support specialist to ensure users are supported across chat, email, and phone. You will resolve account requests, explain complex fintech terms in simple language, and work closely with engineering to improve the product and fix issues.

You’ll help build out Mercury’s customer support and ops infrastructure while maintaining warm relationships with users and driving scalable support processes in a fast-growing fintech environment.