Customer Support Specialist – Weekend

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Respond to user inquiries via chat, email, and phone.

• Manage user account requests, including processing applications, handling card disputes, addressing missing payments, and overseeing card shipments.

• Educate customers on how to utilize Mercury’s products and convert user misunderstandings into product recommendations.

• Identify underlying issues that contribute to user challenges.

• Collaborate with the engineering team to identify and resolve bugs.

• Relay user requirements to partner banks and collaborate with them to enhance products and procedures.

• Compose help articles and frequently asked questions.

• Acquire knowledge of internal tools and work on their improvement.

• Establish processes aimed at increasing operational efficiency.

• Assist with various compliance and customer-related tasks.

• Foster and maintain positive relationships with users.

• Contribute to the development of customer support and operational infrastructure at Mercury.

⛳️ Requirements

• Minimum of 2 years of experience in a Customer Experience / Customer Support position.

• Consistently demonstrate empathy.

• Always strive to uncover the underlying questions.

• Ability to simplify complex terminology into clear, user-friendly communication.

• Enjoy exploring ways to automate aspects of your role.

• Maintain a tidy and organized inbox.

• Remain calm and composed while juggling multiple tasks simultaneously.

• Communicate confidently with startup professionals in person, via chat, or over the phone.

• Employ creativity while navigating challenging constraints.

• Exhibit kindness in challenging situations.

• Availability for at least one weekend day within a 5-day shift is required.

• Fixed long-term schedule; no rotating shifts.

🏝️ Benefits

• Base salary.

• Equity (stock options/RSUs).

• Comprehensive benefits package.

• Commitment to Equal Employment Opportunity.

• Reasonable accommodations available throughout the recruitment process for applicants with disabilities or special needs.