Customer Support Incident Responder

• Incident Detection & Triage: 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
• Customer Support Leadership During Incidents: 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
• Communication & Customer Advocacy: 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
• Post-Incident Analysis & Continuous Improvement: 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

• 4+ years in a Customer Support or comparable customer-facing role required
• Experience with CRM systems, such as Salesforce or comparable platforms required
• familiarity with Zendesk is preferred
• Calm Under Pressure
• Passionate About Customer Experience
• Collaborative Cross-Functional Partner
• Data-Informed & Operationally Minded
• Solutions-Oriented Owner
• Bold & Winsome
• Phenomenal Written & Verbal Communicator
• A Product Expert
• SQL experience is a plus

SQL experience is a plus

• base salary
• equity (stock options)
• benefits