Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups and small businesses. The Customer Support Specialist will assist users through multiple communication channels, resolve account and product issues, identify systemic problems, collaborate with engineering and partner banks, and help improve customer support processes and infrastructure.
Responsibilities
- 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 Mercury
Skills
- 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)
- **Required shift: Monday - Friday from 11:00am PT to 8:00pm PT**
- Your working schedule will be fixed - this is long-term commitment, not a rotating shift
- Have experience working in retail branch banking
- Are passionate about uncovering customer needs
- Enjoy solving customer problems and proactively offering solutions to unmet needs
Benefits
- Equity (stock options/RSUs)
Company Overview