Customer Support Specialist - Weekend

Mercury
San Francisco, New York
Workplace: RemoteFull timeUSD 43,300 - 58,400Function: Customer Support (Service Desk)Skills: ["Empathy","Communication","Calm under pressure","Problem-solving","Customer focus"]

Provide customer support for Mercury’s fintech product by answering questions via chat, email, and phone and handling account requests such as application processing, card disputes, missing payments, and shipments. Translate complex banking concepts into clear communication, identify systemic issues, and work with engineering to resolve bugs. Create help articles/FAQs, improve internal tools and support processes, and communicate customer needs to partner banks.

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FursaFursa
Mercury
Mercury
2 days ago

Customer Support Specialist - Weekend

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide customer support for Mercury’s fintech product by answering questions via chat, email, and phone and handling account requests such as application processing, card disputes, missing payments, and shipments. Translate complex banking concepts into clear communication, identify systemic issues, and work with engineering to resolve bugs. Create help articles/FAQs, improve internal tools and support processes, and communicate customer needs to partner banks.
Location: San Francisco, New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •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 behind recurring user problems and partner with engineering to squash bugs
  • •Write help articles and FAQs, improve internal tools and support processes, and communicate user needs to partner banks

Pay and Benefits

Salary: USD 43,300 - 58,400
Equity and Bonus:Equity

Key Requirements

  • •2+ years of experience in a Customer Experience / Customer Support role
  • •Consistently demonstrate empathy and warmth when dealing with customer frustration
  • •Translate complex terminology into clear, human communication
  • •Seek to automate and improve efficiency in support work
  • •Maintain a clean, ordered inbox while staying calm while handling multiple tasks
Skills:EmpathyCommunicationCalm under pressureProblem-solvingCustomer focus
Languages:English

Company Brief

Mercury
Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn