Customer Support Specialist

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.

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. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.

You’ll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.

*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 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

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:

Have experience working in retail branch banking

Are passionate about uncovering customer needs

Enjoy solving customer problems and proactively offering solutions to unmet needs

Schedule Information:

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.

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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.

Our target new hire base salary ranges for this role are the following:

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

$48,100—$58,400 USD

US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

$43,300—$52,500 USD