Investment Support Specialist (Fintech)

TL;DR

Investment Support Specialist (Fintech): Handling complex customer queries and educating users on Treasury and Investment products with an accent on mutual funds, yield, and liquidity management. Focus on resolving escalated issues, identifying systemic product improvements, and building the support infrastructure for a new product launch.

Location: Remote within United States or onsite in San Francisco, New York, or Portland

Salary: $64,700 - $87,300 USD

Company

Mercury is a fintech company building a complete finance stack for startups, currently expanding its team to launch Mercury Treasury.

What you will do

• Manage customer communications via chat and email regarding complex Treasury and Investment topics.
• Educate users on product functionality and how it integrates within their accounts.
• Resolve escalated issues while balancing customer needs with business integrity and regulatory compliance.
• Partner with product and engineering teams to identify systemic issues and propose data-driven solutions.
• Draft help center articles, FAQs, and internal knowledge base content.
• Develop and scale support and operations infrastructure, including internal tools and processes.

Requirements

• Active Series 7 + S63 or S65 licenses (Series 99 is a plus).
• 3+ years of experience in a Fintech customer experience/support role or a similarly complex, regulated environment.
• Deep knowledge of treasury, mutual funds, and equity trading products.
• Proficiency with CRM and support tooling (Zendesk is a plus).
• Must be based in the United States.
• Strong written and verbal communication skills for both technical and non-technical audiences.

Culture & Benefits

• Competitive base salary and equity (stock options/RSUs).
• Comprehensive benefits package.
• High-impact role as an early member of a team being built from the ground up.
• Opportunity to directly shape the product and support playbook.
• Inclusive environment committed to diversity and equal opportunity.