Customer Support Specialist - Weekend (Fintech)

Location: San Francisco, New York, Portland, or remote within the United States. The role requires working at least one weekend day per five-day shift on a fixed, long-term schedule: Sunday–Thursday, Tuesday–Saturday, or Saturday–Sunday.

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. Total rewards also include equity and benefits.

Company

Mercury is building a complete fintech finance stack for startups and small businesses.

What you will do

• Answer customer questions through chat, email, and phone.
• Process account requests, card disputes, missing payments, card shipments, and other customer cases.
• Teach customers how to use the product and translate recurring 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.
• Build warm customer relationships and contribute to Mercury’s customer support and operations infrastructure.

Requirements

• 2+ years of experience in customer experience or customer support.
• Empathy, composure, creativity, and kindness when handling difficult customer situations.
• Ability to explain complex terminology in clear, human language.
• Confidence communicating with startup customers in person, through chat, and by phone.
• Ability to manage multiple tasks, maintain an organized inbox, and work within difficult constraints.
• Availability to work at least one weekend day per five-day shift on a fixed schedule.

Nice to have

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

Culture & Benefits

• Commitment to diversity, belonging, equal employment opportunity, and reasonable accommodations.
• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Support work is focused on helping startups and small businesses navigate a complex U.S. financial system.
• Fixed schedules provide a long-term, predictable working arrangement.