Customer Support Incident Responder

Mercury Co.Ltd

30d•Remote

About The Position

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. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios. As an Incident Responder at Mercury, you'll sit at the center of our most critical moments, leading with calm, clarity, and care when things break. This role is not only about being able to go deep with technical rigor, but also about being a facilitator and translator who works together with teams like engineering, legal, and marketing to ensure our customers are covered during incidents. Customer-facing experience is required, as you'll also communicate directly with customers during many incidents. You'll be a trusted voice advocating for both customers and internal teams, ensuring clear communication, thoughtful solutions, and swift action. You'll need to understand how our products and internal teams work in detail. Banking has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn't always easy, but if you're good at your job, our users will never know it. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Requirements

4+ years in a Customer Support or comparable customer-facing role required
Experience with CRM systems, such as Salesforce or comparable platforms required; familiarity with Zendesk is preferred.
Calm Under Pressure: You remain composed and decisive in high-pressure, ambiguous situations. You navigate incidents with adaptability and guide others with clarity and confidence.
Passionate About Customer Experience: You lead with empathy when interacting with customers, and always champion their experience in times of crisis. You translate complex technical issues into clear, human terms.
Collaborative Cross-Functional Partner: You have a history of building strong partnerships across different teams with shared ownership and transparency, contributing to a culture where everyone feels supported and informed.
Data-Informed & Operationally Minded: You use data (like ticket trends, alert volume, and CSAT) to identify root causes and drive process improvement, with an eye for structure and follow-through.
Solutions-Oriented Owner: You take end-to-end ownership, applying sound judgment and bias to action in moments of uncertainty to move incidents toward resolution.
Bold & Winsome: You confidently advocate for customers and teammates, balancing assertiveness with respect and empathy. You are comfortable being the sole voice representing your perspective in a room and building your case as to why.
Phenomenal Written & Verbal Communicator: You communicate with precision and warmth, tailoring messages to customers, agents, and various internal stakeholders alike.
A Product Expert: You continuously deepen your understanding of Mercury's products, systems, and processes to respond effectively during crises.

Nice To Haves

SQL experience is a plus.

Responsibilities

Incident Detection & Triage
Monitor and assess alerts, support channels, and triage reports to identify emerging issues.
Partner with the Customer Support On-Call team and Engineering teams to confirm incidents and determine severity.
Maintain deep product knowledge to quickly recognize when something is truly off and bring the right people together to resolve it.
Customer Support Leadership During Incidents
Act as the Customer Support DRI (Directly Responsible Individual) during high-severity incidents.
Lead real-time coordination of the customer support response during incidents: creating bridges, facilitating alignment, and ensuring customer experience is prioritized.
Draft, review, and publish internal and external communications that balance clarity, accuracy, and empathy.
Provide real-time updates and guidance to agents managing inbound customer contacts.
Ensure Zendesk macros, internal pages, and status updates reflect current information.
Communication & Customer Advocacy
Represent the voice of the customer in incident command meetings.
Translate technical updates into plain-language messages for customers and customer support teams.
Ensure Mercury communicates with transparency and empathy when things go wrong.
Communicate directly with customers impacted by an incident, supporting their case and taking ownership of the resolution.
Post-Incident Analysis & Continuous Improvement
Partner with the Incident Response Manager to document customer impact and outcomes for each incident.
Attend retrospectives to represent the customer and customer support perspectives.
Analyze incident patterns and recommend process, tooling, or communication improvements.
Conduct mini-retros with internal partners to improve operational readiness.