Customer Support Specialist

Remote from
Australia flag
Australia
Annual salary, AUD
79,800 - 99,750
Job function
Customer Success
Job type
Full Time,
Job posted
Apply before
24 Dec 2024
Industry
Financial Services

About Mercury

Banking for startups: mercury.com

Actively Hiring

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 are setting up teams in EMEA and APAC to provide 24 hour cover for our clients. 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 financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

Here are some things you’ll do on the job:

  • Answer user questions over chat, email, and phone
  • 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
  • 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

You should:

  • Have 3+ years of experience in a Customer Experience / Customer Support role
  • Experience with Zendesk is a plus
  • 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 inbox
  • Stay calm and collected while working on ten things at once
  • Feel confident talking with startup folks in person, over chat, or on the phone
  • Use creativity while working within difficult constraints
  • Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)
  • And ideally, have a love for language

The 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. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

  • Australia (any location): AU$79,800 – AU$99,750

Apply now >

Megaphone

Personalised job alerts

Set up personalised e-mail alerts about similar remote jobs

FacebookTwitterLinkedIn

How to apply

Did you apply? Let us know, and we’ll help you track your application.

See a few more

Similar remote jobs in Customer Success

Job Search Safety Tips

Here are some tips to help you search and apply for jobs safely:
Watch out for suspicious jobs Don't apply for jobs that offer high pay for little work or offer to hire you without an interview. Read more β€Ί
Check the employer's profile Make sure you're applying for a trustworthy job by visiting the employer's profile and learning more about them. Read more β€Ί
Protect your information Don't share personal details like your bank account or government-issued ID on suspicious websites or messengers. Read more β€Ί
Report jobs that feel unsafe If you see a job that seems misleading, inappropriate or discriminatory, report it for going against our policies and we'll review it.

Share this job

FAQ

What position is Mercury hiring for?

Mercury is hiring a remote Customer Support Specialist from πŸ‡¦πŸ‡Ί Australia

What type of employment does Mercury offer?

This is a Full Time role.

Network

Jobicy+ Subscription

Jobicy+

547 subscribers are already enjoying exclusive, experimental and pre-release features.

Free

USD $0/month

For people just getting started

Unlimited applies and searches
Access on web and mobile apps
One active job alert
Access to additional tools like Bookmarks, Applications, and more

Plus

USD $8/month

Everything in Free, and:

Ad-free experience
Up to 10 active job alerts
Personal career consultant
Go to account β€Ί