Interesting Data Gigs # 28: Customer Support at Mercury
The most important job of the company. Don't take this slightly
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Hello, Data geek.
Today, I will be talking about something different from the things I share every single week here.
Today, I will be discussing a Customer Support role.
Why? Because it could lead you to an incredible combination of team/company.
The role is called Customer Support - Weekend Coverage and it’s on Mercury, one of my favorite financial technology companies out there.
BTW: my company, which I created through Stripe Atlas, is actively using Mercury for banking.
So, I’m a customer myself of the product and a big fan of it.
Even, I have some stuff from the company I love:
Why do I love Mercury? Because I’ve never had to deal with the Customer Support team from Mercury, and for a good reason:
But the last couple of weeks have been very tiring and rough for startups out there, and the Mercury team has worked without resting to bring more customers to the company, customers who were locked out from their funds deposited in Silicon Valley Bank:
Thinking about stopping work early today since I am on 12 straight days of work and tired.
Here is my Bloomberg TV segment to close out the week.
Appreciate all your support throughout this time Twitter-verse.
(sorry about the crude headline)
— immad (@immad)
Mar 17, 2023
A recent tweet from Kruze Consulting put this in perspective:
Where are startups moving #SVB $$? 2nd largest winner is @mercury. Probably because of solid UX, good account management and strong #startup focused brand
— Kruze Consulting (@KruzeConsulting)
Mar 24, 2023
With this influx of new customers every single day, it makes a lot of sense that they need more people for the Customer Support team: to help more and more clients to open new accounts and move funds to the company.
And from my perspective: this is one of the most important roles of the company today, and you should take this job application very seriously if you think deeply about it.
And before you mention this: yes, the entry salary for this position is a little low for tech standards:
But see this with other lenses: See this position as an incredible opportunity for learning, not only about the Mercury business itself but from the clients working with Mercury every single day.
Mercury is at incredible momentum today, working not only with startups, but a new types of clients like Venture Capital firms and their Limited Partners for example, and this could be a terrific opportunity to learn the ins and outs of working with this interesting clientele.
About this particular kind of client, Immad (CEO and co-founder of Mercury) shared this on Twitter:
Excited to announce that we’ve expanded support for VC funds. SVB played a key role in the startup ecosystem, not just serving startups but the investors who back them.
VC funds have unique structures and needs for banking. They often need multiple … twitter.com/i/web/status/1…
— immad (@immad)
Mar 21, 2023
Venture Capital is in the business of relationships. Any investment you read or see, any new pitch for a startup, is based on a relationship from a partner in the firm with a current of a former founder, a former work colleague, etc.
This is why this new role at Mercury is so interesting. Of course: you don’t only work with VCs, you will work with startups, and small business owners as well. But again: if you do a great job on Customer Support, good things spread quickly, especially in the banking world.
If you work great with a client, perhaps he/she shares the amazing experience they got with your company, and perhaps they share with their peers, work colleagues, friends, family, etc.
Again: being in Customer Support is all about relationships.
Let’s discuss two ideas on how to approach this job application (THE REAL MEAT)
Idea # 1: Write about why you are the ideal person for the Customer Support role at Mercury
First, let me share one thing real quick.
I applied for a role at Business Development role for e-commerce at Mercury exactly 1 year ago:
Unfortunately, I wasn’t selected for the role, but truly loved the experience.
Mercury cares deeply about its current and prospective employees. I truly felt that when I was part of the interview process.
From my perspective, one of the key things I made for the job application was a document I wrote for the role, sharing the research I made with them for free.
Yes, I shared the document with them. And fortunately, her recruiter scheduled a meeting with me because of the things I put in that document.
Shout out to Madeleine for sending me her schedule to have a conversation with her.
BTW: I still believe there is a lot of potential for this particular segment for Mercury.
P.S: If you want a copy of that document, just reply to this email, and I will send it to you for free. No strings attached. In the email’s subject, write Mercury BD doc. In that way, I will know that you reach this point.
So, my first idea is to create a detailed document about your own research from the company with two main things on it:
Why Customer Support is ideal for you?
Why you are the one for this role?
Take your time for this, and write a compelling doc about it.
Idea # 2: Do deep research about the company.
If you will work in Customer Support, you need to know the product and the related services in detail. So, make sure you read all the stuff about Mercury.
I will let you some resources to start with here:
Mercury’s API Access (this is one of my favorite things here)
Idea # 3: If you have the chance, go to a Mercury Pop-Up event
It could be an amazing experience to actually chat with Mercury employees and customers at the same time. If you have the chance, go for it. The next one will on New York City.
It’s time to take action, my friend. Apply for a role there and make history.
Interesting resources of the week
📹 How Data Engineers Manage Data At A Hyperscale At FAANGs: a very interesting conversation between Benjamin Rogojan (aka as SeattleDataGuy) and Zach Wilson
📹 FAST '23 - Building and Operating a Pretty Big Storage System (My Adventures in Amazon S3), by Andrew Warfield (VP / Distinguished Engineer, Amazon)
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