[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