Customer Support Specialist
| Company | Mercury |
|---|---|
| Location | San Francisco, CA, USA, New York, NY, USA, Portland, OR, USA, Remote in Canada |
| Salary | $65300 – $81700 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 2+ years of experience in a Customer Experience / Customer Support role
- Fintech experience
- Consistently exercise empathy
- Exude competence
- Always seek to answer the question behind the question
- Understand how to translate convoluted banking or engineering 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
- Have a love for language
Responsibilities
- 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
Preferred Qualifications
-
No preferred qualifications provided.