客户支持专员
Customer Support Specialist
Mercury 正在为初创公司打造完整的金融系统。自 2019 年推出 Mercury 以来，我们的客户数量已增长至全球超过 30 万多家初创公司和小型企业。这是一项相当疯狂的事业，因此我们希望找到一位聪明的人加入我们的客户支持团队，帮助我们解决问题。
作为客户支持团队的一员，你将确保当用户的问题或需求未被我们的产品满足时，他们能感受到温暖和专业。即使面对用户的沮丧情绪，你也要展现出智慧，并发挥最好的人类品质，如同理心和同情心。
你需要深入了解我们的产品如何运作。银行业有很多复杂的部分，所以这比看起来要难得多。找到高效、优雅的解决方案来应对美国金融系统常常复杂的问题并不总是容易，但如果你工作出色，用户永远不会察觉到这些困难。
*Mercury 是一家金融科技公司，不是 FDIC 保险银行。银行业务通过 Choice Financial Group 和 Column N.A. 提供，均为 FDIC 成员。
你将负责：
- 通过聊天、邮件和电话回答用户问题
- 处理用户账户请求，包括申请处理、卡片争议、缺失付款、卡片寄送等
- 教会客户如何使用我们的产品（希望大部分内容都是不言自明的），并把用户的困惑转化为产品建议
- 识别导致用户问题的系统性缺陷
- 与我们的工程团队合作，发现并修复 bug
- 向我们的合作银行传达用户的需求，并与他们合作改进他们的产品和流程
- 编写帮助文章和常见问题解答
- 学习我们的内部工具，并找出改进方法
- 建立流程以提高你的工作效率
- 协助其他合规和客户服务任务
- 与用户建立并维持良好的关系
- 协助构建 Mercury 的客户支持和运营基础设施
你具备：
- 2 年以上客户体验 / 客户支持相关经验
- 一贯地表现出同理心
- 总是努力回答问题背后的问题
- 擅长将复杂术语转化为清晰易懂的用户沟通
- 喜欢思考如何尽可能自动化你的工作
- 保持整洁有序的收件箱
- 在同时处理多项任务时保持冷静和镇定
- 对与初创公司人员交流感到自信
查看英文原文
Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so 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.
What You’ll Do:
- 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
What You Bring:
- Have 2+ years of experience in a Customer Experience / Customer Support role
- Consistently exercise empathy
- Always seek to answer the question behind the question
- Understand how to translate complex 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)
Would be nice if you:
- Have experience working in retail branch banking
- Are passionate about uncovering customer needs
- Enjoy solving customer problems and proactively offering solutions to unmet needs
Schedule Information:
- Required shift: Monday - Friday from 11:00am PT to 8:00pm PT
- Your working schedule will be fixed - this is long-term commitment, not a rotating shift
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), 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:
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$48,100—$58,400 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$43,300—$52,500 USD