Fintech Customer Support Pro (Remote)

Ali Aydi; San Francisco, New York, Portland (CA, NY, OR); Hybrid; USD 48,000 - 58,000; Full time

Job summary

Mercury is hiring a Customer Support specialist for the United States, with flexible remote options within the country. You will assist users with questions, processing requests, and translating complex terms into clear guidance across chat, email, and phone channels.

You will collaborate with engineering and partner banks, write helpful help articles, and help scale Mercury’s support operations while maintaining warmth, empathy, and efficiency across multiple channels.

Qualifications

• 2+ years in a Customer Experience / Customer Support role.
• Empathy and customer-centric approach.
• Translate complex terminology into clear user language.
• Strive to automate routine tasks.
• Maintain an organized inbox and calm under pressure.
• Comfortable speaking with startup teams in person, chat, or phone.
• Creative under constraints; kindness to customers.

Responsibilities

• Answer user questions via chat, email, and phone.
• Handle account requests including applications, disputes, payments, shipments.
• Teach customers how to use the product and suggest improvements.
• Work with engineering to identify and fix bugs.
• Communicate user needs to partner banks.
• Write help articles and FAQs.
• Improve internal tools and processes.
• Build warm relationships with users and help grow the support ops.

Skills

Empathy

Clear communication

Problem solving

Automation mindset

Multitasking

Startup experience

Multi-channel support

Job description

Mercury is hiring a Customer Support specialist for the United States, with flexible remote options within the country. You will assist users with questions, processing requests, and translating complex terms into clear guidance across chat, email, and phone channels.

You will collaborate with engineering and partner banks, write helpful help articles, and help scale Mercury’s support operations while maintaining warmth, empathy, and efficiency across multiple channels.