Customer Support Specialist

2 weeks ago

Melbourne, Australia Mercury Full time

Customer Support Specialist - APAC

Mercury 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, we're looking to bring someone smart onto our Customer Support team to help us out.

As a member of our Customer Support team, you'll make sure our users are charmed by warmth and competence when they have questions or needs that aren't being met by our product. You'll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.

You'll 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 isn't always easy, but if you're good at your job, our users will never know it.
- Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

Here are some things you'll do on the job:

- 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
- Work with our engineering team to find and squash bugs
- Communicate our users' needs to our partner banks and work with them to improve their products and processes
- Write help articles and FAQs
- Learn our internal tools and figure out how to improve them
- Put in place processes to make your job more efficient
- Help with other compliance and customer tasks
- Create and sustain warm relationships with our users
- Help build out the customer support and ops infrastructure at Mercury

You should:

- Have 3+ years of experience in a Customer Experience / Customer Support role
- Experience with Zendesk is a plus
- Consistently exercise empathy
- Exude competence
- Always seek to answer the question behind the question
- Understand how to translate convoluted banking or engineering terminology into clear, human user communication
- Enjoy thinking about how to automate as much of your job as possible
- Keep a clean, ordered inbox
- 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
- Use creativity while working within difficult constraints
- Show 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 language

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our target new hire base salary ranges for this role are the following:

- Australia (any location): AU$79,800 - AU$99,750

LI-DNI

Job ID 5365657004

  • Customer Support Specialist

    6 days ago

    Melbourne, Victoria, Australia Firmable Full time $60,000 - $80,000 per year

    Customer Support SpecialistAuckland, New Zealand (Hybrid)  Firmable is Australia's definitive B2B database that helps businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. We're a start-up with strong investor backing and are busy building out a team of smart, innovative, and...

  • Customer Support Specialist

    6 hours ago

    Melbourne, Australia Frontier Software Full time

    Customer Support Specialist - Work/Life Balance with flexibility to regularly work from home - Exceptional career growth opportunities - Enjoy your Christmas and start in January Do you have payroll experience? Do you love working in phone based support? Do you have a systems background or a love of technology? **The Role** **What will you get?** - A...

  • Customer Support Specialist

    2 days ago

    Melbourne, Australia Education Perfect Full time

    Education Perfect offers a suite of products designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential. As an EPeep, you’ll work on projects that have a real...

  • Customer Support Specialist

    4 days ago

    Melbourne, Victoria, Australia Arsenault Full time $60,000 - $90,000 per year

    At Arsenault, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Arsenault provides a truly open culture that encourages all to voice their thoughts. About The Team Community Operations is the...

  • Customer Support Specialist

    2 weeks ago

    Melbourne, Australia Anson Management Consulting Full time

    Build long lasting Customer relationships - Leverage your customer service skills in an excitingly different environment - An exciting growing organisation where your experience will be hugely valued **About Us**: Aviary Corp Pty. Ltd. is fast-growing software company with its primary product being ‘Nightingale’ - an in-house developed cloud-based...

  • Customer Support Specialist

    1 week ago

    South Melbourne, Victoria, Australia Interact Pacific Pty Ltd Full time $60,000 - $90,000 per year

    Are you a natural problem-solver with a passion for delivering exceptional customer experiences? Are you seeking a rewarding career that offers genuine work-life integration?We are looking for a dedicated and enthusiastic Customer Support Specialist to join our dynamic team. This role is perfect for a proactive individual who thrives on helping others...

  • Urgent: Customer Support Specialist

    3 weeks ago

    Melbourne, Australia NES Global Talent Full time

    About Our Client We’re recruiting on behalf of our client, a leader in digital solutions for property transactions. They have significantly improved the efficiency and security of the process for all parties involved. As an innovative organisation, our client is dedicated to delivering seamless digital services, promoting collaboration, and making a...

  • Customer Support Specialist

    2 weeks ago

    City of Melbourne, Australia Rippling Full time

    Programa is a fast-growing venture-backed startup building the operating system for the design industry. Founded in 2020 out of Melbourne, Australia, our platform is purpose-built for interior designers and architects, replacing spreadsheets, PDFs, platform-switching, and scattered approvals with live tools that support every stage of a project. Working...

  • Junior Customer Support Specialist

    2 weeks ago

    Melbourne, Australia Total Synergy Full time

    **ABOUT US** Total Synergy creates project management software for people who design and make our built environment for the AEC (architects, engineers, construction designers). Our mission is to give our users #moretimefordesign through our product. We have been making software for our customers since 1999 — which is now a pure cloud SaaS product built on...

  • Customer Support Technical Specialist

    6 days ago

    Melbourne, Australia TPG Telecom Full time

    **Job no**: 9366B **Category**: Enterprise & Government - Join a powerhouse of brands that connect customers, businesses and communities. - Bring your boldness and stand out in an organisation that supports you to shine. - Access to awesome perks like a free mobile and home internet plan! Bring your ‘you’ to TPG Telecom, and help us build meaningful...