Description
We're looking for a Customer Support Specialist to join our team. 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 need to understand how our product works in detail and be able to communicate complex terminology into clear, human user communication.
Your responsibilities will include answering user questions over chat, email, and phone, handling user account requests, teaching customers how to use our product, identifying systemic flaws that lead to user problems, and working with our engineering team to find and squash bugs.
You should have 2+ years of experience in a Customer Experience / Customer Support role, consistently exercise empathy, exude competence, and enjoy thinking about how to automate as much of your job as possible.
Schedule Information:
Required: you will need to be excited to work at least one weekend day per 5 day shift!
Schedule options:
Sunday - Thursday
Tuesday - Saturday
Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!
Your working schedule will be fixed - this is long-term commitment, not a rotating shift.
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.
Our target new hire base salary ranges for this role are the following:
US employees in the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $48,100 - $58,400
US employees outside of the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $43,300 - $52,500