Customer Support Specialist - Weekend Coverage

New York, New York, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Candidates must have at least 2 years of experience in a Customer Experience or Customer Support role, with fintech experience being a plus. They should consistently exercise empathy, exude competence, and always seek to answer the question behind the question. The ability to translate complex banking or engineering terminology into clear communication, enjoy automating tasks, maintain an organized inbox, and remain calm under pressure is essential. Confidence in communicating with startup professionals via various channels and creativity within constraints are also required. A love for language is ideal.

Responsibilities

The Customer Support Specialist will answer user questions via chat, email, and phone, and handle account requests such as application processing and card disputes. Responsibilities include teaching customers how to use the product, translating user confusion into product suggestions, identifying systemic flaws, and working with the engineering team to resolve bugs. The role also involves communicating user needs to partner banks, writing help articles and FAQs, learning and improving internal tools, and implementing efficient processes. Additionally, the specialist will assist with compliance and customer tasks, build warm user relationships, and contribute to the customer support and operations infrastructure, while working at least one weekend day per shift.

Skills

Customer Support

Chat Support

Email Support

Phone Support

Account Management

Problem Solving

Financial Systems

Product Knowledge

Communication

Empathy

Compassion

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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