Fintech Support Specialist — Turning Questions into Clarity

Mercury; Portland (OR); On-site; USD 43,000 - 53,000; Full time

Job summary

Mercury is expanding its Customer Support team to help fintech customers with questions and issues as they navigate a comprehensive banking-enabled finance stack. You will answer inquiries via chat, email, and phone, handle account requests, and translate user confusion into actionable product feedback.

The role emphasizes empathy, clear communication, and the ability to automate repetitive tasks while maintaining an organized workflow under pressure.

Qualifications

• 2+ years of experience in a Customer Experience / Customer Support role.
• Ability to translate complex terminology into clear, human user communication.
• Willingness to help automate repeatable tasks and improve processes.
• Ability to maintain a clean, organized inbox and stay calm under pressure.

Responsibilities

• Answer user questions over chat, email, and phone.
• Handle user account requests including application processing, disputes, missing payments, and card shipments.
• Teach customers how to use Mercury and translate confusion into product feedback.
• Identify systemic flaws causing user problems and work with engineering to fix bugs.
• Communicate user needs to partner banks and help improve their products.
• Write help articles and FAQs and improve internal tools.
• Help build the customer support and ops infrastructure at Mercury.

Skills

Empathy

Clear communication

Problem solving

User advocacy

Automation mindset

Organizational skills

Job description

Mercury is expanding its Customer Support team to help fintech customers with questions and issues as they navigate a comprehensive banking-enabled finance stack. You will answer inquiries via chat, email, and phone, handle account requests, and translate user confusion into actionable product feedback.

The role emphasizes empathy, clear communication, and the ability to automate repetitive tasks while maintaining an organized workflow under pressure.