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Salary: USD 43,300 - 58,400 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. With over 300,000 customers, the company is expanding its Customer Support team.
In this role, you will be the primary point of contact for Mercury's users, delivering exceptional support through chat, email, and phone. You'll handle a wide range of customer needs including account requests, application processing, card disputes, payment issues, and card shipments. Your responsibilities extend beyond reactive support: you'll proactively identify systemic product and process issues, translate user confusion into actionable product suggestions, and collaborate with engineering and partner banks to resolve problems at their root.
Key responsibilities include:
- Answering user questions across multiple channels (chat, email, phone)
- Processing account requests and handling disputes
- Teaching customers how to use Mercury's product and translating their feedback into product improvements
- Identifying systemic flaws that cause user problems
- Working with engineering to identify and fix bugs
- Communicating user needs to partner banks to improve their products and processes
- Writing help articles and FAQs
- Learning and improving internal tools
- Implementing processes to increase efficiency
- Supporting compliance and customer-related tasks
- Building warm, lasting relationships with users
- Contributing to the development of Mercury's customer support and operations infrastructure
You'll work a fixed schedule with required availability for at least one weekend day per five-day shift. Multiple shifts are available, and your specific schedule will be determined early in the interview process.
Requirements:
- 2+ years of experience in a Customer Experience or Customer Support role
- Demonstrated empathy and ability to understand the question behind the question
- Strong ability to translate complex financial terminology into clear, human communication
- Comfort with multitasking and maintaining composure under pressure
- Confidence communicating with startup founders and business owners in person, via chat, and over phone
- Ability to exercise creativity within constraints
- Professionalism and kindness when handling difficult customer interactions
- Preference for automation and process improvement
Nice-to-have qualifications:
- Experience in retail branch banking
- Passion for uncovering customer needs
- Track record of proactively solving problems and offering solutions
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
