Customer Support Incident Responder

October 27

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+1 more states

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $87.4k - $109.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Mercury

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Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

📋 Description

• Monitor and assess alerts, support channels, and triage reports to identify emerging issues. • Partner with the Customer Support On-Call team and Engineering teams to confirm incidents and determine severity. • Act as the Customer Support DRI (Directly Responsible Individual) during high-severity incidents. • Lead real-time coordination of the customer support response during incidents. • Draft, review, and publish internal and external communications. • Represent the voice of the customer in incident command meetings. • Analyze incident patterns and recommend process, tooling, or communication improvements.

🎯 Requirements

• 4+ years in a Customer Support or comparable customer-facing role required • Experience with CRM systems, such as Salesforce or comparable platforms required; familiarity with Zendesk is preferred. • Calm Under Pressure: You remain composed and decisive in high-pressure, ambiguous situations. • Passionate About Customer Experience: You lead with empathy when interacting with customers. • Collaborative Cross-Functional Partner: You have a history of building strong partnerships across different teams. • Data-Informed & Operationally Minded: You use data to identify root causes and drive process improvement. • SQL experience is a plus. • Solutions-Oriented Owner: You take end-to-end ownership, applying sound judgment in moments of uncertainty. • Bold & Winsome: You confidently advocate for customers and teammates. • Phenomenal Written & Verbal Communicator: You communicate with precision and warmth. • A Product Expert: You continuously deepen your understanding of Mercury’s products.

🏖️ Benefits

• base salary • equity (stock options)