[Remote] Customer Support Specialist - Weekend

Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups, and they are seeking a Customer Support Specialist to join their team. In this role, you will ensure users receive warm and competent support while addressing their questions and needs regarding the product.ResponsibilitiesAnswer user questions over chat, email, and phoneHandle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot moreTeach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestionsIdentify the systemic flaws that lead to user problemsWork with our engineering team to find and squash bugsCommunicate our users' needs to our partner banks and work with them to improve their products and processesWrite help articles and FAQsLearn our internal tools and figure out how to improve themPut in place processes to make your job more efficientHelp with other compliance and customer tasksCreate and sustain warm relationships with our usersHelp build out the customer support and ops infrastructure at MercurySkillsHave 2+ years of experience in a Customer Experience / Customer Support roleConsistently exercise empathyExude competenceAlways seek to answer the question behind the questionUnderstand how to translate complex terminology into clear, human user communicationEnjoy thinking about how to automate as much of your job as possibleKeep a clean, ordered inboxStay calm and collected while working on ten things at onceFeel confident talking with startup folks in person, over chat, or on the phoneUse creativity while working within difficult constraintsShow kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)Required: you will need to be excited to work at least one weekend day per 5 day shift!And ideally, have a love for languageBenefitsThe total rewards package at Mercury includes base salary, equity (stock options), 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.Company OverviewMercury provides digital banking and financial tools tailored for startups and modern businesses. It was founded in 2017, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://mercury.com.