Overview

Mercury is building the complete finance stack for startups. More than 300,000 startups and small businesses use Mercury. The support team charms users with warmth and competence. Note: Mercury is a financial technology company, not an FDIC-insured bank; banking services are provided via Choice Financial Group and Column N.A., Members FDIC.

What you will do

  • Answer user questions over chat, email, and phone
  • Handle account requests such as application processing, card disputes, missing payments, and card shipments
  • Teach customers how to use the product and translate confusion into product suggestions
  • Identify systemic flaws in the product and process
  • Work with engineering to squash bugs
  • Communicate user needs to partner banks
  • Write help articles and FAQs
  • Learn internal tools and improve them
  • Put processes in place to make support run smoothly
  • Help with compliance and customer tasks
  • Sustain warm user relationships
  • Help build support and operations infrastructure

What you bring

  • 2+ years of Customer Experience / Customer Support experience
  • Empathy
  • Ability to answer the question behind the question
  • Ability to translate complex terminology into clear human communication
  • Enjoy automating your job
  • Clean, ordered inbox
  • Calm while juggling many things at once
  • Confident talking with startup folks in person, on chat, and on the phone
  • Creativity within constraints
  • Kindness under pressure

Would be nice if you

  • Retail branch banking experience
  • Passionate about uncovering customer needs
  • Proactive in finding solutions to unmet needs

Schedule information

  • REQUIRED at least one weekend day per 5-day shift
  • Hiring for multiple shifts; openings covered early in the interview process
  • Fixed schedule with a long-term commitment; not rotating

Total rewards

Base salary plus equity and benefits. Salary ranges are updated regularly.