Customer Support Specialist

6 days ago

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Mercury

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Description

•Answer user questions over chat, email, and phone •Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more •Teach customers how to use our product •Identify the systemic flaws that lead to user problems •Work with our engineering team to find and squash bugs •Communicate our users' needs to our partner banks and work with them to improve their products and processes •Write help articles and FAQs •Learn our internal tools and figure out how to improve them •Put in place processes to make your job more efficient •Help with other compliance and customer tasks •Create and sustain warm relationships with our users •Help build out the customer support and ops infrastructure at Mercury

Requirements

•2+ years of experience in a Customer Experience / Customer Support role •Consistently exercise empathy •Exude competence •Always seek to answer the question behind the question •Understand how to translate convoluted banking or engineering 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 •Ideally, have a love for language

Benefits

•Base salary •Equity (stock options) •Benefits