Customer Support Specialist

What You’ll Do:

What You Bring:

• 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)

Would be nice if you:

Schedule Information:

Qualifications

• 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)
• Have experience working in retail branch banking
• Are passionate about uncovering customer needs
• Enjoy solving customer problems and proactively offering solutions to unmet needs
• Required: be available to work at least one weekend day per 5 day shift
• We are currently hiring for multiple shifts. Openings will be covered early in the interview process
• Your working schedule will be fixed - this is long-term commitment, not a rotating shift
• Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
• Total Rewards
• The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:$48,100—$58,400 USDUS employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:$43,300—$52,500 USD

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