Mercury Customer Support Role

Position Overview

Mercury is seeking a motivated individual to join our Customer Support team. You will be instrumental in ensuring our users have a positive and efficient experience with Mercury's financial stack for startups. This role requires a blend of technical understanding, problem-solving skills, and exceptional interpersonal abilities.

About Mercury

Mercury is building a complete finance stack for startups. Since launching in 2019, we've grown to serve over 200,000 startups and small businesses globally. We are a fast-paced and ambitious company tackling complex challenges in the financial technology space.

Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

Responsibilities

On the job, you will:

• Answer user questions via chat, email, and phone.
• Handle user account requests, including:
  • Application processing
  • Card disputes
  • Missing payments
  • Card shipments
  • And more.
• Educate customers on product usage and translate user feedback into actionable product suggestions.
• Identify and address systemic issues affecting users.
• Collaborate with the engineering team to identify and resolve bugs.
• Communicate user needs to partner banks and work with them to enhance their products and processes.
• Create and maintain help articles and FAQs.
• Learn and improve internal tools.
• Implement processes to increase job efficiency.
• Assist with compliance and other customer-related tasks.
• Foster and maintain positive relationships with users.
• Contribute to the development of Mercury's customer support and operations infrastructure.

Requirements

You should possess:

• 2+ years of experience in a Customer Experience or Customer Support role.
• Experience in Fintech.
• A consistent display of empathy.
• A demeanor of competence.
• The ability to identify the underlying question behind user inquiries.
• Skill in translating complex banking or engineering terminology into clear, user-friendly communication.
• An interest in automating repetitive tasks.
• Excellent inbox management and organizational skills.
• The ability to remain calm and focused when managing multiple tasks simultaneously.
• Confidence in communicating with startup professionals across various channels (in-person, chat, phone).
• Creativity in problem-solving within constraints.
• Kindness and composure, even when dealing with challenging customer interactions.
• Ideally, a passion for language.

Salary and Benefits

The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are competitive within the SaaS and fintech industry and are benchmarked against reliable compensation survey data.

We welcome candidates from diverse backgrounds and experience levels, as we are hiring for this position across multiple levels. The specific base salary offer will be determined by factors such as relevant experience, expertise, geographic location, and internal pay equity.

Target New Hire Base Salary Ranges:

• US Employees (NYC, LA, Seattle, SF Bay Area): $72,600 - $81,700 USD
• US Employees (Outside of major metro areas): $65,300 - $73,500 USD
• Canadian Employees (Any location): CAD 68,600 - 77,200

Company Culture

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.

Application Instructions

Information not provided in the original description.