Customer Support Specialist

About the role

Mercury seeks a Customer Support Specialist for its fintech support team. The role handles customer questions and account issues across chat, email, and phone; explains product use; collaborates with engineering and partner banks; writes help articles; and improves support processes. It asks for 2+ years in customer experience or support and requires one weekend day per five-day shift. Retail branch banking is preferred, not required. Full-time; remote. NYC-area salary range is $48,100-$58,400.

Requirements

• 2+ years of experience in a Customer Experience / Customer Support role
• Available to work at least one weekend day per five-day shift

What you'll do

• Answer user questions over chat, email, and phone
• Handle account requests, application processing, card disputes, missing payments, and card shipments
• Teach customers how to use the product and share product feedback
• Identify systemic causes of customer problems
• Work with engineering to resolve bugs
• Write help articles and FAQs
• Improve internal tools and processes
• Build warm customer relationships

Where this was posted

• LinkedIn

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