Fintech Customer Support Specialist

Mercury; United States; Remote; USD 43,000 - 58,000; Full time

Job summary

Mercury is building a complete finance stack for startups. We’re seeking a thoughtful Customer Support specialist to ensure users feel heard and helped across chat, email, and phone.

You’ll need 2+ years in a Customer Experience role, empathy, and the ability to translate complex banking terms into clear, human language. You’ll work with the product and partnerships teams to improve the customer experience and scale support as we grow.

Qualifications

• 2+ years in a Customer Experience / Customer Support role.
• Translate complex terminology into clear, human user communication.
• Automate and streamline processes where possible.
• Maintain an organized, responsive inbox and multi-task calmly.

Responsibilities

• Answer user questions over chat, email, and phone.
• Handle user account requests including application processing, disputes, payments, and shipments.
• Teach customers how to use our product and translate confusion into product feedback.
• Identify systemic flaws and work with engineering to fix bugs.
• Collaborate with partner banks to improve products and processes.
• Write help articles and FAQs and improve internal tools.

Skills

Empathy

Clear communication

Customer support

Startup experience

Problem solving

Job description

Mercury is building a complete finance stack for startups. We’re seeking a thoughtful Customer Support specialist to ensure users feel heard and helped across chat, email, and phone.

You’ll need 2+ years in a Customer Experience role, empathy, and the ability to translate complex banking terms into clear, human language. You’ll work with the product and partnerships teams to improve the customer experience and scale support as we grow.