Fintech Customer Success Specialist

Mercury; Oregon; Hybrid; USD 43,000 - 53,000; Full time

Job summary

Mercury is hiring for a Customer Support role to charm users with warmth and competence as they navigate the U.S. financial landscape. You will understand our product in detail, assist via chat, email, and phone, and translate user questions into actionable product improvements.

Bring 2+ years in CX, a calm, organized approach, and a knack for turning confusion into clear guidance. You’ll help build Mercury’s support and operations infrastructure for a growing fintech audience.

Qualifications

• 2+ years in a Customer Experience / Support role.
• Translate complex terminology into clear, human user communication.
• Identify and translate user needs into product improvements.
• Ability to automate repetitive tasks to improve efficiency.
• Maintain a clean, organized inbox and stay calm under pressure.
• Comfortable talking with startup folks in person, chat, or on the phone.

Responsibilities

• Answer user questions via chat, email, and phone.
• Handle account requests, including processing, disputes, missing payments, card shipments.
• Teach customers how to use Mercury and translate confusion into product feedback.
• Identify systemic flaws that cause user problems and work with engineering to fix bugs.
• Write helpful articles and FAQs to empower users.

Skills

Empathy

Clear communication

Problem solving

Automation mindset

Startup vibe

Job description

Mercury is hiring for a Customer Support role to charm users with warmth and competence as they navigate the U.S. financial landscape. You will understand our product in detail, assist via chat, email, and phone, and translate user questions into actionable product improvements.

Bring 2+ years in CX, a calm, organized approach, and a knack for turning confusion into clear guidance. You’ll help build Mercury’s support and operations infrastructure for a growing fintech audience.