Customer Support Specialist - Weekend
Mercury · Portland, OR · 2 days ago
OTHR$48k–$58k/yrFull-time
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
- Create and sustain warm relationships with our users
- Help build out the customer support and ops infrastructure at Mercury
What You Bring
- Have 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
- Enjoy solving customer problems and proactively offering solutions to unmet needs
Schedule Information
Required: to work at least one weekend day per 5 day shift!
- Sunday - Thursday
- Tuesday - Saturday
If your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!
Your working schedule will be fixed - this is a long-term commitment, not a rotating shift.
Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), 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.
- New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
- Our target new hire base salary ranges for this role are:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $48,100—$58,400 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $43,300—$52,500 USD