Customer Support Specialist
Core
Handle user account requests, answer questions via chat/email/phone, and teach customers how to use the Mercury fintech product.
Role type
Customer Support Specialist
Builds
Customer support operations and help documentation for a fintech platform
Domain
Fintech / Banking
Deliverable
client delivery
Required skills
empathy, problem-solving, clear communication, multitasking, process improvement, product knowledge, automation mindset
Preferred skills
retail branch banking experience, proactive solution offering
Technologies
internal support tools, partner banking systems
Responsibilities
Answer user questions over chat, email, and phone; Handle user account requests including application processing and card disputes; Teach customers how to use the product; Identify systemic flaws leading to user problems; Work with engineering to squash bugs; Write help articles and FAQs; Help build customer support infrastructure