Customer Support Specialist - Weekend at mercury

**Who this is for** This role is for a dedicated and empathetic Customer Support Specialist who is passionate about helping startups and small businesses succee

Work type: remote

Location: San Francisco, CA, New York, NY, Portland, OR, or Remote within United States

Salary: $48,100 – $58,400/yr

Type: Full-time

Summary

**Who this is for** This role is for a dedicated and empathetic Customer Support Specialist who is passionate about helping startups and small businesses succeed. You will be a primary point of contact for Mercury users, ensuring they receive warm, competent, and efficient assistance with their banking and financial needs. **Key highlights** As a Customer Support Specialist, you will be the voice of Mercury, resolving user inquiries via chat, email, and phone. You will handle account requests, educate customers on product usage, translate user feedback into product suggestions, identify systemic issues, and collaborate with engineering and partner banks to improve services. A key requirement is working at least one weekend day per shift. **You might be a good fit if you...** - Have 2+ years of experience in a Customer Experience/Support role. - Consistently exercise empathy and exude competence in your interactions. - Excel at translating complex terminology into clear, human communication. - Enjoy finding ways to automate tasks and improve efficiency. - Remain calm and collected while managing multiple priorities.

Job Description

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.

As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.

You’ll need to understand how our product works 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 financial technology company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

### Here are some things you’ll do on the job:

• Answer user questions over chat, email, and phone

• Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more

• Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions

• Identify the systemic flaws that lead to user problems

• Work with our engineering team to find and squash bugs

• Communicate our users' needs to our partner banks and work with them to improve their products and processes

• Write help articles and FAQs

• Learn our internal tools and figure out how to improve them

• Put in place processes to make your job more efficient

• Help with other compliance and customer tasks

• Create and sustain warm relationships with our users

• Help build out the customer support and ops infrastructure at Mercury

• Have 2+ years of experience in a Customer Experience / Customer Support role

• Consistently exercise empathy

• Exude competence

• Always seek to answer the question behind the question

• Understand how to translate complex terminology into clear, human user communication

• Enjoy thinking about how to automate as much of your job as possible

• Keep a clean, ordered inbox

• Stay calm and collected while working on ten things at once

• Feel confident talking with startup folks in person, over chat, or on the phone

• Use creativity while working within difficult constraints

• Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)

• And ideally, have a love for language

• Required: you will need to be excited to work at least one weekend day per 5 day shift!

• Schedule options:

• Sunday - Thursday

• Tuesday - Saturday

• Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!

• Your working schedule will be fixed - this is long-term commitment, not a rotating shift

We welcome candidates from diverse backgrounds and varying levels of experience, as we are hiring for this position across multiple levels. The specific base salary offer details will be determined based on a number of factors, including relevant experience, expertise, geographic location, and internal pay equity relative to peers.

### Our target new hire base salary ranges for this role are the following:

• US employees in the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $48,100 - $58,400

• US employees outside of the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $43,300 - $52,500

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using [Covey Scout for Inbound ](https://getcovey.com/product/covey-scout-inbound)on January 22, 2024.

[[Please see the independent bias audit report covering our use of Covey for more information.]](https://getcovey.com/nyc-local-law-144)

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