Customer Support Specialist

Mercury•San Francisco, NY

About The Position

Mercury is a fintech company building a finance stack for startups. The Customer Support Specialist helps users resolve questions and unmet needs by providing warm, competent, empathetic support and developing a detailed understanding of Mercury’s product and the U.S. financial system. The role serves customers through chat, email, and phone, handles account requests, and helps improve the product, internal processes, and customer support operations. The position works with engineering teams to identify and fix bugs and with partner banks to communicate user needs and improve products and processes. It also includes creating help content, improving internal tools and workflows, and assisting with compliance and other customer tasks. The schedule is fixed, with multiple shifts available; employees must be available to work at least one weekend day per five-day shift. Mercury’s total rewards package includes base salary, equity (stock options/RSUs), and benefits. Target new-hire base salary ranges are $48,100–$58,400 USD for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, and $43,300–$52,500 USD for employees elsewhere in the United States. Offers depend on experience, expertise, geographic location, and internal pay equity.

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 work.
Maintain a clean, ordered inbox.
Stay calm and collected while handling multiple tasks at once.
Feel confident communicating with startup customers in person, over chat, or by phone.
Use creativity while working within difficult constraints.
Show kindness when customers are unpleasant or passionate.
Be available to work at least one weekend day per five-day shift.
Commit to a fixed, long-term working schedule.

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 turn user confusion into product suggestions.
Identify systemic flaws that lead to user problems.
Work with engineering to find and fix bugs.
Communicate users’ needs to partner banks and work with them to improve their products and processes.
Write help articles and FAQs.
Learn internal tools and identify ways to improve them.
Establish processes to make work more efficient.
Help with compliance and other customer tasks.
Create and sustain warm relationships with users.
Help build Mercury’s customer support and operations infrastructure.