Job Title

Melbourne, AustraliaMercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world.Our Support team is expanding to match this growth and we are setting up teams in EMEA and APAC to provide 24 hour cover for our clients. As part of this, were looking to bring someone smart onto our Customer Support team to help us out.As a Weekend member of our Customer Support team, youll make sure our users are charmed by warmth and competence when they have questions or needs that arent being met by our product. Youll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.Youll need to understand how our product works in detail. Banking has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isnt always easy, but if youre good at your job, our users will never know it.*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.Schedule Information:Required: You will need to be excited to work one weekend day per weekSchedule: Tuesday - Saturday or Sunday - ThursdayIf your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!Working hours are:10:00am - 6:30pm AEST for VIC, NSW, TAS, QLD & ACT9:30am - 6:00pm ACST for SA & NT8:00am - 4:30pm AWST for WAYour working schedule will be fixed - this is a long-term commitment, not a rotating shiftResponsibilities:Answer user questions over chat, email, and phoneHandle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot moreTeach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestionsIdentify the systemic flaws that lead to user problemsWork with our engineering team to find and squash bugsCommunicate our users'' needs to our partner banks and work with them to improve their products and processesWrite help articles and FAQsLearn our internal tools and figure out how to improve themPut in place processes to make your job more efficientHelp with other compliance and customer tasksCreate and sustain warm relationships with our usersHelp build out the customer support and ops infrastructure at MercuryQualifications:Have 2+ years of experience in a Customer Experience / Customer Support roleExperience with Zendesk is a plusConsistently exercise empathyExude competenceAlways seek to answer the question behind the questionUnderstand how to translate convoluted banking or engineering terminology into clear, human user communicationEnjoy thinking about how to automate as much of your job as possibleKeep a clean, ordered inboxStay calm and collected while working on ten things at onceFeel confident talking with startup folks in person, over chat, or on the phoneUse creativity while working within difficult constraintsShow kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)And ideally, have a love for languageThe total rewards package at Mercury includes base salary, equity (stock options), and benefits.Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidates experience, expertise, geographic location, and internal pay equity relative to peers.Our target new hire base salary ranges for this role are the following:Australia (any location): AU$79,800 - AU$96,300Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn ProfileUpload anythingAccepted file types: pdf, doc, docx, txt, rtfWill you now or at any time in the future require visa sponsorship? * Select...From where do you intend to work? *Please list city and state/province (San Francisco, California, Toronto, Ontario, etc.)Are you able and willing to work at least one weekend day per week? * Select...If yes, please indicate your preferred schedule: #J-18808-Ljbffr