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Mercury · 4 hours ago

Customer Support Incident Responder

United States

Full-time

Remote

Mid Level

$97K/yr - $110K/yr

4+ years exp

Mercury is a fintech company building a complete finance stack for startups, aiming to provide an exceptional customer experience. As an Incident Responder, you will lead the response during critical incidents, ensuring effective communication and resolution while advocating for both customers and internal teams.

BankingFinancial ServicesFinTech

Responsibilities

Monitor and assess alerts, support channels, and triage reports to identify emerging issues

Partner with the Customer Support On-Call team and Engineering teams to confirm incidents and determine severity

Maintain deep product knowledge to quickly recognize when something is truly off and bring the right people together to resolve it

Act as the Customer Support DRI (Directly Responsible Individual) during high-severity incidents

Lead real-time coordination of the customer support response during incidents: creating bridges, facilitating alignment, and ensuring customer experience is prioritized

Draft, review, and publish internal and external communications that balance clarity, accuracy, and empathy

Provide real-time updates and guidance to agents managing inbound customer contacts

Ensure Zendesk macros, internal pages, and status updates reflect current information

Represent the voice of the customer in incident command meetings

Translate technical updates into plain-language messages for customers and customer support teams

Ensure Mercury communicates with transparency and empathy when things go wrong

Communicate directly with customers impacted by an incident, supporting their case and taking ownership of the resolution

Partner with the Incident Response Manager to document customer impact and outcomes for each incident

Attend retrospectives to represent the customer and customer support perspectives

Analyze incident patterns and recommend process, tooling, or communication improvements

Conduct mini-retros with internal partners to improve operational readiness

Qualification

Customer Support ExperienceCRM SystemsIncident ManagementZendeskSQLCustomer AdvocacyData-DrivenProduct KnowledgeCalm Under PressureCollaborationCommunication Skills