Help Shape the Future of Finance with Mercury
At Mercury, we're revolutionizing the finance stack for startups. Our customer base has grown significantly since 2019, and we're expanding our Support team to provide 24-hour coverage across EMEA and APAC.
Your Role in Our Customer Support Team
You'll be the face of Mercury's customer support, ensuring users experience warmth and competence when they need help. As a key member of our team, you'll radiate intelligence, exercise empathy, and communicate complex banking concepts in simple terms.
Responsibilities:
* Answer user questions via chat, email, and phone
* Handle user account requests, including application processing and card disputes
* Teach customers how to use our product and translate user confusion into product suggestions
* Identify systemic flaws that lead to user problems and work with our engineering team to resolve them
* Communicate user needs to partner banks and collaborate on process improvements
Requirements:
* 3+ years of experience in Customer Experience / Customer Support
* Experience with Zendesk is a plus
* Consistently demonstrate empathy and exude competence
* Excellent communication skills, both written and verbal
* Ability to stay calm under pressure and manage multiple tasks simultaneously
What We Offer
A competitive total rewards package, including base salary, equity (stock options), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using reliable compensation survey data.