Customer Support Specialist (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within the United States

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

Company

Mercury is building a complete finance stack for startups and serves more than 300,000 startups and small businesses worldwide. Mercury is a fintech company, with banking services provided through Choice Financial Group and Column N.A., Members FDIC.

What you will do

• Answer customer questions through chat, email, and phone while building warm user relationships.
• Handle account requests, application processing, card disputes, missing payments, card shipments, compliance, and other customer tasks.
• Teach customers to use the product and translate confusion and unmet needs into product suggestions.
• Identify systemic causes of user problems, collaborate with engineering to resolve bugs, and communicate customer needs to partner banks.
• Write help articles and FAQs, improve internal tools, and create processes that make support work more efficient.
• Help build Mercury’s customer support and operations infrastructure.

Requirements

• 2+ years of experience in a Customer Experience or Customer Support role.
• Consistent empathy, kindness, and calmness when handling difficult customer situations.
• Ability to understand the question behind the question and explain complex terminology in clear, human language.
• Interest in automating as much of the work as possible and maintaining an organized inbox.
• Ability to manage multiple tasks at once, communicate confidently with startup customers in person, over chat, and by phone, and work creatively within difficult constraints.

Nice to have

• Experience working in retail branch banking.
• Passion for uncovering customer needs and proactively solving customer problems.

Culture & Benefits

• At least one weekend day must be worked during each five-day shift.
• Multiple shifts are available and will be discussed early in the interview process.
• The schedule is fixed and represents a long-term commitment rather than rotating shifts.
• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable accommodations throughout recruitment.