Customer Support Specialist - Mercury

About Mercury

Mercury is building a complete finance stack for startups. Since our launch in 2019, we have supported over 300,000 startups and small businesses worldwide. We are looking for a smart, empathetic Customer Support Specialist to join our team and provide exceptional service to our users.

What You’ll Do

• User Support: Answer questions via chat, email, and phone with warmth and competence.
• Account Management: Handle application processing, card disputes, missing payments, and card shipments.
• Product Advocacy: Teach customers how to use our product and translate user feedback into actionable product suggestions.
• Problem Solving: Identify systemic flaws, work with engineering to squash bugs, and communicate needs to our partner banks.
• Documentation: Write help articles and FAQs to improve user self-service.
• Process Improvement: Learn internal tools, automate workflows, and help build out support infrastructure.
• Relationship Building: Create and sustain warm, professional relationships with our users.

What You Bring

• 2+ years of experience in a Customer Experience or Support role.
• Strong empathy and the ability to answer the "question behind the question."
• Ability to translate complex financial terminology into clear, human communication.
• A proactive mindset toward automation and efficiency.
• Ability to stay calm and collected while managing multiple tasks.
• Confidence in communicating with startup founders and teams.
• Creativity in working within complex regulatory constraints.

Schedule Information

• Requirement: Must be available to work at least one weekend day per 5-day shift.
• Consistency: This is a fixed, long-term schedule, not a rotating shift.

Nice to Have

• Experience in retail branch banking.
• Passion for uncovering and solving unmet customer needs.