Mercury is a leading fintech company dedicated to building a comprehensive finance stack tailored for startups and small businesses. Since its inception in 2019, Mercury has rapidly expanded its customer base to over 300,000 startups worldwide, providing innovative banking and financial services designed specifically for the unique needs of emerging companies. Our mission is to empower entrepreneurs by offering seamless, reliable, and efficient financial tools that streamline their operations and foster growth. With a focus on technological innovation and exceptional customer experience, Mercury strives to be a trusted partner in the startup ecosystem.
About The Role
We are seeking a dedicated and empathetic Customer Support Specialist to join our team. In this role, you will be the primary point of contact for our users, ensuring they receive exceptional service through various channels including chat, email, and phone. Your expertise will help users navigate our platform, resolve issues, and maximize their experience with Mercury’s financial products. This position requires a deep understanding of our product, excellent communication skills, and a proactive approach to problem-solving. You will collaborate closely with our engineering and banking partners to identify systemic issues, suggest improvements, and enhance overall user satisfaction. As a key member of our customer support team, you will also contribute to building a scalable support infrastructure and help foster a warm, supportive relationship with our users.
Qualifications
- Minimum of 2+ years of experience in Customer Experience or Customer Support roles
- Strong empathy and active listening skills
- Ability to translate complex technical or financial terminology into clear, understandable language
- Experience with troubleshooting and resolving user issues in a timely manner
- Proficiency in managing multiple support channels simultaneously
- Excellent written and verbal communication skills
- Comfortable working in a fast-paced, startup environment
- Ability to identify systemic problems and work collaboratively to implement solutions
- Familiarity with internal tools and the ability to suggest process improvements
- Experience in retail branch banking is a plus
- Proactive mindset with a focus on automation and efficiency
- Ability to maintain composure and professionalism under pressure
- Respond promptly and effectively to user inquiries via chat, email, and phone
- Handle user account requests, including applications, card disputes, missing payments, and shipments
- Educate customers on how to utilize our platform’s features and functionalities
- Translate user feedback and confusion into actionable product suggestions
- Identify recurring issues and systemic flaws affecting user experience
- Collaborate with engineering teams to troubleshoot and resolve bugs
- Coordinate with partner banks to communicate user needs and improve banking services
- Create and update help articles, FAQs, and other support documentation
- Optimize internal tools and support workflows for increased efficiency
- Assist with compliance and other customer-related tasks as needed
- Build and maintain positive, supportive relationships with our users
- Contribute to the development of support infrastructure and processes at Mercury
- Competitive base salary aligned with industry standards
- Equity options (stock options/RSUs) to share in the company's success
- Comprehensive benefits package, including health, dental, and vision insurance
- Flexible work arrangements, including remote work options within the United States
- Paid time off and holidays to support work-life balance
- Opportunities for professional growth and development
- Inclusive and diverse work environment that values belonging and innovation
Mercury is committed to fostering an inclusive environment and is proud to be an Equal Employment Opportunity employer. We consider all qualified applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We provide reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you require assistance or accommodations, please inform your recruiter once contacted about the role.
