Customer Support Specialist

Mercury; New York (NY); On-site; USD 48,000 - 58,000; Full time

Job summary

Mercury is seeking a Customer Support specialist to ensure our users feel heard, supported, and confident in using our banking platform. You’ll answer questions, process requests, and translate complex financial terms into clear guidance, all while maintaining a warm, empathetic approach.

You’ll collaborate with engineering and partnerships to fix issues, write help articles, and help shape the customer experience as Mercury expands its fintech services in the US.

Qualifications

• 2+ years in a Customer Experience or Support role.
• Ability to translate complex banking terms into simple user guidance.
• Demonstrated empathy and composure when assisting customers.
• Interest in automating repetitive tasks to improve efficiency.
• Strong written and verbal communication skills.

Responsibilities

• Answer user questions over chat, email, and phone.
• Process account requests including applications, disputes, and payments.
• Create helpful articles and FAQs for users.
• Collaborate with engineering to identify and fix bugs.
• Communicate user needs to partner banks to improve services.
• Help build and optimize the support infrastructure.

Skills

Empathy

Clear communication

Translate jargon

Automation mindset

Inbox management

Multi-tasking

Startup communication

Calm under pressure

Kindness

Job description

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.

As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.

You’ll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

What You’ll Do

• Answer user questions over chat, email, and phone
• Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more
• Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
• Identify the systemic flaws that lead to user problems
• Work with our engineering team to find and squash bugs
• Communicate our users' needs to our partner banks and work with them to improve their products and processes
• Write help articles and FAQs
• Learn our internal tools and figure out how to improve them
• Put in place processes to make your job more efficient
• Help with other compliance and customer tasks
• Create and sustain warm relationships with our users
• Help build out the customer support and ops infrastructure at Mercury

What You Bring

• Have 2+ years of experience in a Customer Experience / Customer Support role
• Consistently exercise empathy
• Always seek to answer the question behind the question
• Understand how to translate complex terminology into clear, human user communication
• Enjoy thinking about how to automate as much of your job as possible
• Keep a clean, ordered inbox
• Stay calm and collected while working on ten things at once
• Feel confident talking with startup folks in person, over chat, or on the phone
• Use creativity while working within difficult constraints
• Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)

Would be nice if you

• Have experience working in retail branch banking
• Are passionate about uncovering customer needs
• Enjoy solving customer problems and proactively offering solutions to unmet needs

Schedule Information

• Required shift: Monday - Friday from 11:00am PT to 8:00pm PT
• Your working schedule will be fixed - this is long-term commitment, not a rotating shift

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered 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 are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

Total Rewards

The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$48,100—$58,400 USD

US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$43,300—$52,500 USD