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 worldwide.
Our Support team is expanding to match this growth, with new teams in EMEA and APAC to provide 24-hour support. We are looking for a talented individual to join our Customer Support team.
As a Weekend Customer Support team member, you'll ensure our users feel valued and supported when they have questions or issues. You'll demonstrate intelligence, compassion, and empathy, even in challenging situations.
You need to understand our product in detail. Banking involves many moving parts, making this role complex. Your ability to find efficient solutions to problems related to the U.S. financial system will be essential, though our users will typically be unaware of your efforts.
*Mercury is a financial technology company, not a bank. Banking services are provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.*
Schedule Information:
* Required: You will need to work one weekend day per week
* Schedule options: Tuesday - Saturday or Sunday - Thursday
* Alternatively, if you prefer working both Saturday and Sunday, we can accommodate that!
* Working hours are 8:00am-4:30PM GMT or 9:00 AM-5:30 PM GMT
* Your schedule will be fixed; this is a long-term commitment, not a rotating shift
Responsibilities:
* Answer user questions via chat, email, and phone
* Handle account requests such as applications, disputes, payments, and shipments
* Educate customers on our product and translate confusion into feedback for improvements
* Identify systemic issues causing user problems
* Collaborate with engineering to resolve bugs
* Communicate user needs to partner banks and help improve their services
* Write help articles and FAQs
* Learn and improve internal tools and processes
* Assist with compliance and other customer-related tasks
* Build and maintain warm relationships with users
* Contribute to building our support infrastructure
Qualifications:
* At least 2 years of experience in Customer Support or Customer Experience roles
* Experience with Zendesk is a plus
* Empathy and competence in communication
* Ability to understand complex banking or engineering terminology and explain it clearly
* Interest in automating support tasks
* Organized and able to manage multiple tasks calmly
* Confident in communicating with startup clients in person, chat, or phone
* Creative problem-solving within constraints
* Kindness and patience, especially when dealing with passionate customers
* Love for language is a plus
The total rewards package includes competitive salary, equity, and benefits. Our salary ranges are based on industry data and vary by location and experience.
For Ireland, the target salary range is €47,000 - €58,700.
Mercury values diversity and is an Equal Employment Opportunity employer. We consider all applicants without regard to legally protected characteristics and provide accommodations for disabilities or special needs during recruitment.
We use Covey in our hiring process for NYC roles, with certain features qualifying as AEDT. For more details, see our bias audit report.
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