Fintech Support Specialist — Customer Success & Innovation

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 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.