Customer Support Specialist

Mercury is building the complete finance stack for startups. More than 300,000 startups and small businesses use Mercury. The support team charms users with warmth and competence. Note: Mercury is a financial technology company, not an FDIC-insured bank; banking services are provided via Choice Financial Group and Column N.A., Members FDIC.

What you will do

• Answer user questions over chat, email, and phone

• Handle account requests such as application processing, card disputes, missing payments, and card shipments

• Teach customers how to use the product and translate confusion into product suggestions

• Identify systemic flaws in the product and process

• Work with engineering to squash bugs

• Communicate user needs to partner banks

• Write help articles and FAQs

• Learn internal tools and improve them

• Put processes in place to make support run smoothly

• Help with compliance and customer tasks

• Sustain warm user relationships

• Help build support and operations infrastructure

What you bring

• 2+ years of Customer Experience / Customer Support experience

• Empathy

• Ability to answer the question behind the question

• Ability to translate complex terminology into clear human communication

• Enjoy automating your job

• Clean, ordered inbox

• Calm while juggling many things at once

• Confident talking with startup folks in person, on chat, and on the phone

• Creativity within constraints

• Kindness under pressure

Would be nice if you

• Retail branch banking experience

• Passionate about uncovering customer needs

• Proactive in finding solutions to unmet needs

Schedule information

• REQUIRED at least one weekend day per 5-day shift

• Hiring for multiple shifts; openings covered early in the interview process

• Fixed schedule with a long-term commitment; not rotating

Total rewards

Base salary plus equity and benefits. Salary ranges are updated regularly.