This role is remote, but only for applicants based in the United States.
Banking has a lot of moving parts, and when a founder's card is declined or a payment goes missing, they want a calm human who understands the problem. Mercury is hiring a Customer Support Specialist to be that person for its customers.
About Mercury
Mercury is a fintech company building a finance stack for start-ups. Since launching in 2019 it has grown to more than 300,000 start-ups and small businesses. Banking services are provided through partner banks, Choice Financial Group and Column N.A., Members FDIC.
About the Role
- 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 turn their confusion into product suggestions
- Work with engineers to find and fix bugs, and with partner banks to improve processes
- Write help articles and FAQs
- Be available at least one weekend day per five-day shift, on a fixed long-term schedule
About You
- 2 or more years in a customer experience or customer support role
- Empathy, calm under pressure and the skill to explain complex terms in plain language
- Comfort talking with start-up founders by chat and phone
- A habit of automating parts of your own work
Nice to Have
- Experience in retail branch banking
- A passion for uncovering unmet customer needs
What Mercury Offers
The posting lists base pay of $48,100 to $58,400 in New York City, Los Angeles, Seattle and the San Francisco Bay Area, and $43,300 to $52,500 elsewhere in the US, plus equity and benefits.
If you like solving money problems with patience and care, apply on Mercury's official careers page: Apply for the Mercury Customer Support Specialist role