Job Title

Join to apply for the Customer Support Specialist - APAC (Weekend Support) role at Mercury.Mercury is building a complete finance stack for startups. Since launching in 2019, our customer base has grown to over 200,000 startups and small businesses worldwide.Our Support team is expanding to match this growth, with teams in EMEA and APAC providing 24-hour coverage. We seek a talented individual to join our Customer Support team.As a Weekend Customer Support Specialist, you''ll ensure our users feel valued through warmth and competence when they seek help. You''ll demonstrate intelligence and human qualities like compassion and empathy, even when faced with frustration.You need to understand our product in detail. Banking involves many complexities, and resolving issues efficiently requires skill. Your expertise will help ensure users experience seamless service.*Mercury is a financial technology company, not a bank. Banking services are provided through partners such as Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.*Schedule Information:Required: Work one weekend day per weekSchedule options: Tuesday - Saturday or Sunday - ThursdayFlexible: Both Saturday and Sunday work availableWorking hours vary by region, e.g., 10:00am - 6:30pm AEST for VIC, NSW, TAS, QLD & ACTWork schedule is fixed; long-term commitment requiredKey Responsibilities:Respond to user inquiries via chat, email, and phoneHandle account requests, disputes, payments, shipments, etc.Educate users on product features and relay feedback for improvementsIdentify systemic issues causing user problemsCollaborate with engineering to resolve bugsCommunicate user needs to partner banks and improve processesCreate help articles and FAQsImprove internal tools and processesSupport compliance and other customer tasksBuild and maintain positive relationships with usersContribute to building support infrastructureCandidate Requirements:At least 2 years in Customer Experience/Support rolesExperience with Zendesk is a plusEmpathy, competence, clarity in communicationAbility to translate banking/engineering jargon into simple languageInterest in automation and process improvementOrganized, calm, multitaskerComfortable communicating with startup clientsCreative problem solver within constraintsKindness, language love is a plusCompensation:Salary range for Australia: AU$79,800 - AU$96,300, based on experience and location. Compensation includes salary, equity, and benefits.Additional Information:Mercury values diversity and is an Equal Opportunity Employer. We accommodate applicants with disabilities. We use Covey in our hiring process, with details available in our bias audit report.Other Details:Seniority level: AssociateEmployment type: Full-timeJob function: Other #J-18808-Ljbffr