Customer Support Specialist
MercuryVerified company
San Francisco, CA, New York, NY, Portland, OR, or Remote within United States
Pay
$21–$28/hr
Job type
Full-time · Remote
Hours
Flexible
Location
San Francisco, CA, New York, NY, Portland, OR, or Remote within United States
Open to people in the United States
About the role
A full-time customer support role answering chat, email, and phone queries for a fintech serving startups, including account requests, card disputes, and product education. It requires at least two years of support experience and availability for one weekend day per five-day shift, with fixed shifts and US-only remote eligibility.
What you'll do
- Answer user questions over chat, email, and phone
- Handle account requests, card disputes, missing payments, and card shipments
- Teach customers how to use the product
- Identify systemic flaws that lead to user problems
- Work with engineering to find and fix bugs
- Communicate user needs to partner banks
- Write help articles and FAQs
- Help build customer support and ops infrastructure
What you'll need
- 2+ years in Customer Experience / Customer Support
- Exercise empathy
- Translate complex terminology into clear communication
- Automate work where possible
- Keep a clean, ordered inbox
- Stay calm while multitasking
- Confident talking with startup folks
- Kindness in the face of unpleasantness
Skills
Benefits
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Applications close on 18 November.