Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks

Financials

251-1K (420)

Founded 2017

$152M raised

9 open positions

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Customer Support Specialist

2 hours, 34 minutes ago

United States

Full-time

Junior

Customer Support

Customer and Technical Support

Apply Now

Mercury

Banks

251-1K

Founded 2017

$152M raised

View All Jobs 9

Description

Answer user questions through chat, email, and phone.
Process account requests, including applications, card disputes, missing payments, and card shipments.
Teach customers how to use Mercury’s product and turn user feedback into product suggestions.
Identify systemic issues causing customer problems and collaborate with engineering to resolve bugs.
Advocate for user needs with Mercury’s partner banks and help improve their products and processes.
Write help articles and FAQs.
Improve internal tools and create efficient support processes.
Support compliance and other customer operations tasks.
Build warm, lasting relationships with users and help develop Mercury’s customer support infrastructure.

Requirements

2+ years of experience in customer experience or customer support.
Strong empathy, composure, and kindness when handling frustrated customers.
Ability to understand underlying customer needs and communicate complex terminology clearly.
Ability to manage multiple tasks while maintaining an organized inbox.
Confidence communicating with startup customers in person, via chat, and by phone.
Creative problem-solving within operational and regulatory constraints.
Interest in automating support work and improving processes.
Availability to work at least one weekend day during a five-day workweek.
Willingness to work a fixed, long-term schedule; multiple shifts are available.
Retail branch banking experience and a proactive approach to uncovering customer needs are preferred.

Benefits

Base salary, equity through stock options or RSUs, and benefits.
Target salary of $48,100–$58,400 for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area.
Target salary of $43,300–$52,500 for employees elsewhere in the United States.
Equal employment opportunity and reasonable accommodations throughout the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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