Customer Support Specialist - Weekend

Mercury•Portland, OR

About The Position

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.

Requirements

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)

Nice To Haves

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