Customer Support Specialist

🔥 0 minutes ago

🏄 California, New York, +1 more states – Remote

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

💵 $48.1k - $58.4k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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• Just posted.
• Jobs at this company usually fill in 49 days.

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Answer user questions over chat, email, and phone • Handle user account requests, including application processing, card disputes, missing payments, and card shipments • Teach customers how to use the product and translate user confusion into product suggestions • Identify systemic flaws that lead to user problems • Work with engineering to find and fix bugs • Communicate users' needs to partner banks and help improve their products and processes • Write help articles and FAQs • Learn and improve internal tools • Implement processes to make work more efficient • Assist with compliance and customer tasks • Create and sustain warm user relationships • Help build customer support and operations infrastructure

🎯 Requirements

• 2+ years of experience in a Customer Experience / Customer Support role • Consistently exercise empathy • 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 • Must be available to work at least one weekend day per 5 day shift • Fixed long-term work schedule; not a rotating shift

🏖️ Benefits

• Equity (stock options/RSUs) • Benefits • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs

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