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Customer Support Specialist - Remote

Posted Yesterday
Customer Service
Full Time
USA
$65,300 - $73,500 USD / year

Overview

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.

In Short

  • 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 our product and translate user confusion into product suggestions
  • Identify systemic flaws that lead to user problems
  • Work with our engineering team to find and squash bugs
  • Communicate user needs to partner banks
  • Write help articles and FAQs
  • Learn internal tools and improve them
  • Put in place processes for efficiency
  • Create warm relationships with users

Requirements

  • 2+ years of experience in a Customer Experience / Customer Support role
  • Fintech experience
  • Consistently exercise empathy
  • Exude competence
  • Translate banking terminology into clear user communication
  • Enjoy automation of tasks
  • Keep a clean, ordered inbox
  • Stay calm while multitasking
  • Confident in communicating with startups
  • Creativity within constraints

Benefits

  • Base salary, equity (stock options), and benefits
  • Competitive salary ranges within the SaaS and fintech industry
  • Diversity and inclusion commitment
  • Reasonable accommodations for applicants with disabilities
Mercury logo

Mercury

Mercury is a financial technology company that offers a premium consumer banking service known as Mercury Personal, designed specifically for investors and founders. The service includes high-yield savings, free wires, and ATM fee reimbursements, all within a technology-first banking experience. Mercury is currently in public beta, actively seeking user feedback to refine its offerings while ensuring robust risk and compliance controls. The company is focused on developing essential consumer banking features and is committed to building a product that prioritizes user experience and product ownership.

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