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

Customer Support Specialist

Responsibilities