Mercury
fintech
CustomerSupportSpecialistEMEA
“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
Applying for this Customer Support Specialist - EMEA role?
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