[Remote] Customer Support Specialist - Weekend

Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups, and they are seeking a Customer Support Specialist to join their team. In this role, you will ensure users receive warm and competent support while addressing their questions and needs regarding the product.

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

Skills

• 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 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)
• Required: you will need to be excited to work at least one weekend day per 5 day shift!
• And ideally, have a love for language

Benefits

• The total rewards package at Mercury includes base salary, equity (stock options), 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.

Company Overview