Customer Support Specialist

Mercury•Portland, OR

6d•$48,100 - $58,400

About The Position

Mercury is hiring a Customer Support Specialist to help users of its finance platform for startups and small businesses. The role focuses on providing warm, competent customer support and developing detailed knowledge of how the product works, including the complexities of the U.S. financial system. Specialists identify effective solutions to user problems and help improve the product, support processes, and operational infrastructure. The position involves assisting customers through chat, email, and phone; processing account requests; educating customers about the product; identifying systemic issues; collaborating with engineering and partner banks; and creating support resources and internal processes. The role requires a fixed schedule, with availability to work at least one weekend day during each five-day shift. Multiple shifts are available, and openings are discussed early in the interview process. Mercury is a fintech company, not an FDIC-insured bank. Banking services are provided through Choice Financial Group and Column N.A., Members FDIC.

Requirements

At least 2 years of experience in a Customer Experience or Customer Support role.
Consistently exercise empathy.
Seek to answer the question behind the question.
Translate complex terminology into clear, human communication.
Enjoy thinking about how to automate as much of the job as possible.
Maintain a clean, ordered inbox.
Stay calm and collected while working on multiple things at once.
Feel confident talking with startup customers in person, over chat, or on the phone.
Use creativity while working within difficult constraints.
Show kindness when faced with unpleasantness.
Be available to work at least one weekend day per five-day shift.
Commit to a fixed working schedule; shifts are not rotating.

Nice To Haves

Experience working in retail branch banking.
Passion for uncovering customer needs.
Enjoy solving customer problems and proactively offering solutions to unmet needs.

Responsibilities

Answer user questions over chat, email, and phone.
Handle user account requests, including application processing, card disputes, missing payments, and card shipments.
Teach customers how to use the product and translate user confusion into product suggestions.
Identify systemic flaws that lead to user problems.
Work with the engineering team to find and resolve bugs.
Communicate users’ needs to partner banks and work with them to improve products and processes.
Write help articles and FAQs.
Learn internal tools and identify ways to improve them.
Put processes in place to make the work more efficient.
Help with other compliance and customer tasks.
Create and sustain warm relationships with users.
Help build Mercury’s customer support and operations infrastructure.