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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 assist users with product-related questions and needs, ensuring a positive and competent customer experience.
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 maintain positive user relationships
- 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 job tasks
- Keep a clean, ordered inbox
- Stay calm and collected while working on multiple tasks
- Feel confident talking with startup individuals 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
- Bug identification
- Process improvement
- Automation
- Time management
- Interpersonal skills
Location
- US employees in New York City
- US employees in Los Angeles
- US employees in Seattle
- US employees in the San Francisco Bay Area
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area
Work Type
- Full-time
- Fixed schedule
Experience Level
- 2+ years of experience
Salary/Compensations
- $48,100—$58,400 USD (NYC, LA, Seattle, SF Bay Area)
- $43,300—$52,500 USD (Other US locations)
Benefits
- Base salary
- Equity (stock options/RSUs)
About the Company
- Mercury is building a complete finance stack for startups.
- Mercury has grown to over 300,000 startups and small businesses globally since its 2019 launch.
- 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.