Customer Support Specialist - APAC (Weekend Support)

Job Description

Mercury is seeking a Customer Support Specialist to join their APAC team, based in Melbourne, Australia. This role focuses on providing weekend support to Mercury's growing customer base of startups and small businesses. The Customer Support Specialist will ensure users receive excellent support, addressing their questions and needs with warmth and competence. They will need to understand the product in detail and find efficient solutions to problems arising from the U.S. financial system.

• Answering user questions via chat, email, and phone
• Handling user account requests
• Teaching customers how to use the product
• Identifying systemic flaws and bugs
• Communicating user needs to partner banks
• Writing help articles and FAQs
• Improving internal tools and processes
• Assisting with compliance and customer tasks
• Building relationships with users

Requirements:

• 2+ years of experience in Customer Experience / Customer Support
• Experience with Zendesk is a plus
• Empathy and competence
• Ability to translate complex terminology into clear communication
• Ability to automate tasks
• Organized inbox
• Calm under pressure
• Confidence in communicating with startup professionals
• Creativity and kindness

Mercury offers:

• Competitive base salary
• Equity (stock options)
• Benefits

Mercury is an Equal Employment Opportunity employer and values diversity and inclusion.