Customer Support Specialist

Summary

Join Mercury's Customer Support team and help over 200,000 startups and small businesses. You'll charm users with your competence and compassion, resolving their questions and needs. This role requires a deep understanding of our product and the complexities of the financial system. You'll answer user inquiries, handle account requests, teach product usage, identify systemic flaws, collaborate with engineering, and communicate user needs to partner banks. You'll also create help articles, improve internal tools, and build customer support infrastructure. Mercury offers a competitive salary and benefits package.

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