Senior Remote Customer Support Specialist

Bazeta

United States

A distancia

USD 43.000 - 58.000

Jornada completa

Hace 7 días

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Descripción de la vacante

Mercury is seeking a Senior Customer Support Specialist in the United States. You will answer questions via chat, email, and phone, process various account requests, and teach customers how to use our product.

You will identify recurring issues, work with engineering to fix bugs, and help improve our support infrastructure while maintaining warm user relationships. Ideal candidates have strong empathy, can translate complex banking concepts into simple terms, and enjoy automating parts of their

Formación

2+ years of experience in a Customer Experience / Customer Support role.
Ability to translate complex terminology into clear, human user communication.
Interest in automating parts of the job and improving internal tools.
Maintain a clean, organized inbox and manage multiple tasks simultaneously.

Responsabilidades

Answer user questions over chat, email, and phone.
Handle user account requests (application processing, card disputes, missing payments, card shipments).
Teach customers how to use Mercury and translate confusion into product suggestions.
Identify systemic flaws causing user problems and communicate with engineering.
Collaborate with partner banks to improve processes.
Write help articles and FAQs and contribute to internal tools.
Build and sustain warm relationships with users and help grow the customer support infrastructure.