Customer Support Specialist - Weekend

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

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