Customer Support Specialist - Weekend
Mercury · Canada
- Hybrid
- Full-time
- $58,400 / year
- Canada
Job highlights
- Support startup users via chat, email, phone.
- Resolve account issues and guide product usage.
- Identify system flaws and collaborate with engineering.
- Write help articles and improve internal tools.
- Work weekends is a requirement for this role.
About the role
About Mercury
Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.
As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.
You’ll need to understand how our product works in detail. Banking has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.
*Mercury is a financial technology company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
What You'll Do
- 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 (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
- 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
What You Should Have
- 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 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 (our customers generally are really great, but they can get passionate when it comes to their businesses)
- And ideally, have a love for language
Schedule Information
Required: you will need to be excited to work at least one weekend day per 5 day shift! Schedule options: Sunday - Thursday, Tuesday - Saturday. Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too! Your working schedule will be fixed - this is long-term commitment, not a rotating shift.
Compensation and Benefits
The total rewards package at Mercury includes 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 the most reliable compensation survey data for our industry.
We welcome candidates from diverse backgrounds and varying levels of experience, as we are hiring for this position across multiple levels. The specific base salary offer details will be determined based on a number of factors, including relevant experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees in the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $48,100 - $58,400
- US employees outside of the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $43,300 - $52,500
Diversity and Inclusion
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you're contacted about a role.
Equal Opportunity Employment
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. [Please see the independent bias audit report covering our use of Covey for more information.]
Key skills/competency
- Customer Support Specialist
- Customer Experience
- Startup Finance
- Problem-Solving
- Communication
- Empathy
- Technical Support
- SaaS
- Fintech
- Automation
Skills & topics
- Customer Support Specialist
- Customer Service
- Startup Finance
- Fintech
- SaaS
- User Support
- Chat Support
- Email Support
- Phone Support
- Account Management
- Weekend Shift
How to get hired
- Tailor your resume: Highlight 2+ years of customer support experience, empathy, and problem-solving skills.
- Showcase communication: Emphasize your ability to translate complex terms into clear user language.
- Demonstrate adaptability: Mention experience working with multiple tasks and in fast-paced environments.
- Express weekend availability: Clearly state your willingness to work weekend shifts as required.
- Research Mercury's values: Align your application with their focus on customer charm, competence, and innovation.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the weekend work requirement for the Customer Support Specialist role at Mercury?
- The Customer Support Specialist role at Mercury requires working at least one weekend day per five-day shift. You can choose between a Sunday-Thursday or Tuesday-Saturday schedule, or a schedule that includes both Saturday and Sunday. This is a fixed, long-term commitment.
- What is the salary range for a Customer Support Specialist at Mercury in the US?
- For US employees, the target new hire base salary ranges are $48,100 - $58,400 for those in NYC, Los Angeles, Seattle, or the San Francisco Bay Area, and $43,300 - $52,500 for employees outside these major metropolitan areas. These ranges are competitive and updated regularly.
- What kind of experience is Mercury looking for in a Customer Support Specialist?
- Mercury is looking for candidates with at least 2 years of experience in a Customer Experience or Customer Support role. They value empathy, competence, clear communication skills, problem-solving abilities, and an interest in automation and improving processes.
- How does Mercury handle accommodations for applicants with disabilities during the hiring process?
- Mercury is committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you require assistance or an accommodation, please inform your recruiter once you are contacted about a role.
- What is the company culture like at Mercury for a Customer Support Specialist?
- Mercury's Customer Support team aims to charm users with warmth and competence, radiating intelligence and empathy. The culture encourages identifying systemic flaws, collaborating with engineering, and improving processes, all while maintaining kindness and composure.
- Does Mercury offer remote work options for the Customer Support Specialist position?
- The job description does not explicitly state if the role is remote, hybrid, or on-site. However, given the mention of specific US salary ranges based on geographic location, it suggests that the role might not be fully remote, or that there are location-specific expectations. It's best to clarify this during the application process.
- What are the key responsibilities of a Customer Support Specialist at Mercury?
- Key responsibilities include answering user questions via multiple channels, handling account requests, educating users on product usage, identifying and reporting bugs, communicating user needs to partner banks, and writing help content.
- What is the role of engineering collaboration for a Customer Support Specialist at Mercury?
- Customer Support Specialists at Mercury work closely with the engineering team to identify and fix bugs. They also communicate user needs and feedback to partner banks to drive product improvements.