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Customer Support Specialist (Contract)

Mercury

Mercury

Customer Service
United States · San Francisco, CA, USA · Portland, OR, USA · New York, NY, USA · Remote · San Francisco, CA, USA · Canada · Portland, OR, USA
Posted on Tuesday, November 21, 2023

We are seeking detail-oriented and experienced individuals with a background in Customer Support, Customer Success, or Technical Support to assist our Customer Support team. In this role, you will be responsible for responding to customer support tickets, working in a queue, and providing a best in class customer experience.

Key Responsibilities Include:

  • 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
  • Learn our internal tools and figure out how to improve them
  • Create and sustain warm relationships with our users

The ideal candidate will have experience working in a customer facing queue based role, excellent attention to detail, the ability to work independently, and a genuine compassion and empathy for customers.

You should:

  • Have experience working in a queue based, customer facing environment
  • Keep a clean, ordered inbox
  • Always seek to answer the question behind the question
  • Understand how to translate convoluted banking or engineering terminology into clear, human user communication
  • 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

Contract Work Hours & Pay:

  • 8 hours a day, Monday - Friday
  • standard business hours in their local time zone. (note, for this round we won’t be able to accommodate off-hours or part-time work)
  • Pay is $35 USD / per hour or $33 CAD / per hour

Timing:

  • Can start between now and the first week of December

Length of Contract:

  • 3 months (possibility to convert to full time based on team need and performance in the role)

Specific tools / equipment you'll need for the job:

  • Their own laptop
  • Strong internet connection

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