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 Weekend 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 through 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 2+ 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

Schedule Information:

Required: You will need to be excited to work one weekend day per week

Schedule: Tuesday - Saturday or Sunday - Thursday

If your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!

Working hours are:

10:00am - 6:30pm AEST for VIC, NSW, TAS, QLD & ACT

9:30am - 6:00pm ACST for SA & NT

8:00am - 4:30pm AWST for WA

Your working schedule will be fixed - this is long-term commitment, not a rotating shift