Customer Support
About this role
About the Role Join Mercury’s growing EMEA Customer Support team to help startups and SMBs get the most from our fintech stack. You’ll combine deep product knowledge with warmth and empathy to help users when questions arise, translate user confusion into product feedback, and collaborate with engineering and partner banks to drive improvements. This is a long-term, fixed-schedule role focused on delivering stellar support across banking-related issues. What You'll Do
- Answer user questions over chat & email
- Handle user account requests: application processing, card disputes, missing payments, card shipments, and more
- Teach customers how to use our product and translate confusion into product improvements
- Identify systemic flaws that lead to user problems and work with engineering to fix bugs
- Communicate users' needs to partner banks and help improve products and processes
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