Customer Support Specialist - Mercury

Mercury is building a complete finance stack for startups. Since we launched in 2019, our customer base has grown to over 300,000 startups and small businesses worldwide. We’re looking for a smart Customer Support Specialist to join our team.

As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product.

Note: Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

What You’ll Do:

• Answer user questions over chat, email, and phone
• Handle user account requests, including application processing, card disputes, missing payments, card shipments, and more
• Teach customers how to use our product and translate user confusion into product suggestions
• Identify systemic flaws that lead to user problems
• Work with our engineering team to find and squash bugs
• Communicate our users' needs to partner banks and work with them to improve products and processes
• Write help articles and FAQs
• Learn internal tools and figure out how to improve them
• Put in place processes to make your job more efficient
• Help with compliance and customer tasks
• Create and sustain warm relationships with our users
• Help build out customer support and ops infrastructure at Mercury

What You Bring:

• 2+ years of experience in a Customer Experience / Customer Support role
• Consistent empathy and ability 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 multiple 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

Nice to Haves:

• Experience working in retail branch banking
• Passion for uncovering customer needs
• Enjoy solving customer problems and proactively offering solutions

Schedule Information:

• Required shift: Monday - Friday from 11:00am PT to 8:00pm PT
• Fixed working schedule (long-term commitment, not a rotating shift)