Job Title

This is a Customer Support Specialist - APAC (Weekend Support) role with one of the leading companies in AU right now Mercury with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Mercury 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 week - Schedule: Tuesday - Saturday or Sunday - Thursday - If 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 & ACT - 9:30am - 6:00pm ACST for SA & NT - 8:00am - 4:30pm AWST for WA - Your working schedule will be fixed - this is long-term commitment, not a rotating shift Here are some things youll do on the job: - Answer user questions over chat, email, and phone - Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more - 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 2 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 If you dont think you''re a perfect fit, you should still sign up to Hatch and create a profile, we''ll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career thats right for them. We model this in our hiring process for our partners like Mercury. Applying here is the first step in the hiring process for this role at Mercury. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.