Customer Support Specialist

Summary

Join Mercury's Customer Support team and help charm our 200,000+ startup and small business users with your expertise and empathy. You'll be answering user questions, handling account requests, teaching customers how to use our product, and identifying systemic flaws. This role requires a deep understanding of our product and the financial system, excellent communication skills, and the ability to work efficiently and calmly under pressure. You'll collaborate with engineering and partner banks to improve products and processes, and contribute to building out our customer support infrastructure. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 2+ years of experience in a Customer Experience / Customer Support role
• Consistently exercise empathy
• Exude competence
• Always seek to answer the question behind the question
• Understand how to translate convoluted banking or engineering 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)

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

Preferred Qualifications

Have a love for language

Benefits

• Base salary
• Equity (stock options)
• Benefits