Mercury
fintech
CustomerSupportSpecialist-EMEA
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist - EMEA at Mercury. Skills: Customer Support, Customer Experience, Problem Solving, Communication. Answer user questions over chat & email. Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more”
What You'll Achieve.
make sure our users are charmed by warmth and competence when they have questions or needs that aren't being met by our product
Industry & Context.
Identify the systemic flaws that lead to user problems; Work with our engineering team to find and squash bugs; Finding efficient, elegant solutions for problems stemming from the oft-convoluted U. S. financial system
work at least one weekend day per 5 day shift
What They're Looking For.
Must Have
3+ years of experience in a Customer Experience / Customer Support role, Experience with Zendesk, Consistently exercise empathy, Exude competence, Always seek to answer the question behind the question, Understand how to translate convoluted banking or engineering terminology into clear, human user communication, Enjoy thinking about how to automate as much of your job as possible, Keep a clean, ordered Slack and inbox, Stay calm and collected while working on ten things at once, Feel confident talking with startup folks in person or over chat, Use creativity while working within difficult constraints, Show kindness in the face of unpleasantness
Nice to Have
love for language
What You'll Do.
Answer user questions over chat & email
Handle user account requests
including application processing
Teach customers how to use our product
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
Write help articles and FAQs
Learn our internal tools and figure out how to improve them
Put in place processes to make your job more efficient
Help with other compliance and customer tasks
Create and sustain warm relationships with our users
Help build out the customer support and ops infrastructure at Mercury
How You'll Work.
Team & Collaboration
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
Communication Scope
translate convoluted banking or engineering terminology into clear, human user communication
Full Job Description
Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. Our Support team is expanding to match this growth, and we're continuing to grow our EMEA team to provide strong coverage for our clients across the working week. As part of this, we're looking to bring someone smart onto our Customer Support team to help us out. As a member of our Customer Support team, you'll make sure our users are charmed by warmth and competence when they have questions or needs that aren't being met by our product. You'll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration. You'll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U. S. financial system isn't always easy, but if you're good at your job, our users will never know it. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC Schedule Information: Required: you will need to be excited to work at least one weekend day per 5 day shift! Schedule options: Sunday - Thursday Tuesday - Saturday Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too! Your working schedule will be fixed - this is long-term commitment, not a rotating shift Here are some things you'll do on the job: Answer user questions over chat & email 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 Wo
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