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Customer Support Learning & Development Specialist

San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses worldwide. As Mercury continues to grow, so does our need to ensure that our Customer Support Team (CS) has the tools and resources to help our customers while honing their skills to develop in their careers. 

As a member of the CS Learning and Development Team, you will help distill new products and processes into succinct and impactful training for a growing team. You will assist new hires in getting started at Mercury and helping our tenured team members feel empowered in their day-to-day roles. 

You will be joining a growing CS Operations team dedicated to finding efficiency, clarity, and ease for both our users and our customers. This includes developing and delivering training through live methods and through documentation, proactively seeking ways we can lift our team to manage change, and creatively finding ways to make a joyful experience for our users and learners.

Your role:

  • Organizing and prioritizing: Through assessing learners' needs based on the type of change they need to be informed about. 
  • Documenting and creating: By maintaining our current resources, developing new resources, and actively thinking about where we can make improvements.
  • Guiding and developing: By actively teaching the CS Team and working cross-functionally to shape enablement for the CS Team through product and process change.
  • Analyzing and strategizing: By seeking feedback and proactively seeking ways to iterate and scale CS and beyond through data and peer feedback. 

You have:

  • 2+ years of experience in training and education, preferably in a fast-paced tech environment
  • 1+ years of experience in a customer support environment
  • Helped facilitate quickly growing teams to do their best work and manage change
  • A strong understanding of instructional design and adult learning principles
  • The ability to adapt your communication styles to best help others learn
  • Innate judgment on how best to deliver information to different audiences based on their needs
  • Effectively manage project work and know when to shift priorities
  • A habit of exploring ideas to create innovative solutions
  • A talent for communicating with others in an inclusive and empathetic way
  • Familiarity with Articulate, Guru, Workramp and Notion

The 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 candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

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

  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $72,600 - $90,800 USD
  • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $65,300 - $81,700 USD
  • Canadian employees (any location): CAD $66,100 - $82,600

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

 

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