Fintech Customer Support Lead (Equity)

Mercury; San Francisco (CA); On-site; USD 48,000 - 58,000; Full time

Job summary

Mercury is seeking a customer-centric support specialist to ensure users feel heard and helped across chat, email and phone. You’ll translate complex banking terms into simple guidance, collaborate with engineering to squash bugs, and contribute to scalable support processes.

This role emphasizes empathy, automation, and proactive problem solving. Join a fast-growing fintech team and help build our customer support and ops infrastructure, while maintaining strong relationships with startups and

Qualifications

• Experience in Customer Experience or Support roles (2+ years).
• Ability to translate complex terms into clear, human explanations.
• Comfort interacting with startup clients in person, chat, or phone.
• Interest in automating repetitive tasks and improving processes.

Responsibilities

• Answer user questions via chat, email, and phone.
• Process applications, disputes, payments, and shipments.
• Educate customers on using Mercury and capture product feedback.
• Identify systemic issues and collaborate with engineering.
• Communicate user needs to partner banks and improve processes.
• Write help articles and FAQs for users.
• Learn internal tools and improve them for efficiency.
• Help build out customer support and operations infrastructure.
• Maintain warm relationships with users.

Skills

Empathy

Active listening

User-focused communication

Problem solving

Workflow automation

Inbox management

Stakeholder communication

Creative thinking

Kindness under pressure

Job description

Mercury is seeking a customer-centric support specialist to ensure users feel heard and helped across chat, email and phone. You’ll translate complex banking terms into simple guidance, collaborate with engineering to squash bugs, and contribute to scalable support processes.

This role emphasizes empathy, automation, and proactive problem solving. Join a fast-growing fintech team and help build our customer support and ops infrastructure, while maintaining strong relationships with startups and