Customer Support Specialist (Fintech)

Location: San Francisco, New York, Portland, or remote within the United States. A fixed schedule is required, including at least one weekend day per five-day shift.

Salary: $48,100–$58,400 USD annually for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area; $43,300–$52,500 USD annually for employees elsewhere in the United States.

Company

Mercury is building a complete finance stack for startups and small businesses, providing fintech banking services through partner banks.

What you will do

• Answer customer questions through chat, email, and phone.
• Handle account requests, application processing, card disputes, missing payments, and card shipments.
• Teach customers how to use the product and turn user confusion into product suggestions.
• Identify systemic issues, collaborate with engineering to resolve bugs, and communicate customer needs to partner banks.
• Write help articles and FAQs while improving internal tools and support processes.
• Help build customer support and operations infrastructure and maintain warm customer relationships.

Requirements

• 2+ years of experience in customer experience or customer support.
• Empathy, composure, and kindness when handling difficult customer situations.
• Ability to translate complex terminology into clear, human communication.
• Ability to manage multiple tasks while maintaining an organized inbox.
• Confidence communicating with startup customers in person, by chat, and by phone.
• Availability to work at least one weekend day per five-day shift and commit to a fixed, long-term schedule.

Nice to have

• Experience working in retail branch banking.
• Interest in uncovering customer needs and proactively solving unmet needs.

Culture & Benefits

• Base salary, equity, and benefits are included in the total rewards package.
• Multiple fixed shifts are available and will be discussed early in the interview process.
• Commitment to diversity, belonging, equal employment opportunity, and reasonable accommodations.