Customer Support Specialist - Weekend @Mercury

Overview

Mercury is a fintech company building a complete finance stack for startups. They are looking for a Customer Support Specialist to join their team, providing exceptional support and assistance to users.

Key Responsibilities

• Answer user questions over chat, email, and phone.
• Handle user account requests, including application processing, card disputes, and missing payments.
• Teach customers how to use the product and provide product suggestions based on user confusion.
• Identify systemic flaws that lead to user problems.
• Work with the engineering team to find and resolve bugs.
• Communicate user needs to partner banks and collaborate on product improvements.
• Write help articles and FAQs.
• Learn and improve internal tools and processes.
• Create and maintain warm relationships with users.
• Assist in building the customer support and operations infrastructure.

Requirements

• 2+ years of experience in a Customer Experience or Customer Support role.
• Ability to consistently exercise empathy and maintain a clear communication style.
• Understanding of how to automate processes for efficiency.
• Capability to handle multiple tasks calmly and efficiently.
• Comfortable communicating with startup personnel via various channels.
• Creativity in problem-solving.

Benefits

The total rewards package includes base salary, equity (stock options/RSUs), and benefits that are competitive in the SaaS and fintech industry.

Location

Remote within the United States.

How to Apply

Interested candidates should apply through the provided application link.

Deadline

No specific deadline mentioned.