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About the Role
Mercury is building a complete finance stack for startups and is seeking a Customer Support team member to ensure users are met with warmth and competence when they have questions or needs not met by the product. This role requires a deep understanding of the product and the ability to find efficient, elegant solutions for problems within the U.S. financial system.
Responsibilities
- Answer user questions over chat, email, and phone
- Handle user account requests, including application processing, card disputes, missing payments, and card shipments
- Teach customers how to use the product and translate user confusion into product suggestions
- Identify systemic flaws that lead to user problems
- Work with the engineering team to find and fix bugs
- Communicate user needs to partner banks and collaborate on product and process improvements
- Write help articles and FAQs
- Learn and improve internal tools
- Implement processes to increase efficiency
- Assist with compliance and customer tasks
- Create and sustain warm relationships with users
- Help build out the customer support and operations infrastructure
Requirements
- 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 multiple tasks
- 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
Skills
- Customer Support
- Customer Experience
- Empathy
- Communication
- Problem-solving
- Automation
- Organization
- Calmness under pressure
- Creativity
- Kindness
Location
- Remote
Work Type
- Full-time
Experience Level
- 2+ years of experience
Salary/Compensations
- 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
Benefits
- Base salary
- Equity (stock options/RSUs)
About the Company
- Mercury is building a complete finance stack for startups.
- Since launching in 2019, Mercury has grown to over 300,000 startups and small businesses globally.
- Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Equal Opportunity
- 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.