Remote opportunity at
MercuryCustomer Support Specialist
Mercury develops a comprehensive financial technology platform designed for startups and small businesses worldwide, serving more than 300,000 clients since launching in 2019. The company is…
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About This Role
Mercury develops a comprehensive financial technology platform designed for startups and small businesses worldwide, serving more than 300,000 clients since launching in 2019. The company is hiring a remote Customer Support Specialist to assist users who require guidance beyond the standard product functionality. In this role, the selected individual will deliver warm and competent assistance, solve issues connected to the U.S. financial system, and maintain positive user relationships. The position…
Job Description
Mercury develops a comprehensive financial technology platform designed for startups and small businesses worldwide, serving more than 300,000 clients since launching in 2019. The company is hiring a remote Customer Support Specialist to assist users who require guidance beyond the standard product functionality. In this role, the selected individual will deliver warm and competent assistance, solve issues connected to the U.S. financial system, and maintain positive user relationships.
The position requires addressing inquiries through chat, telephone, and email while guiding users on platform features. Responsibilities also include processing account actions, handling card disputes, investigating missing payments, documenting help materials, reporting software bugs to engineering, and collaborating with banking partners. Candidates must remain calm under pressure, demonstrate strong empathy, and display clear communication when translating technical concepts for users.
Responsibilities
- Address user inquiries utilizing phone, chat, and email channels
- Manage account tasks including application processing, missing payments, card disputes, and card deliveries
- Educate users on platform features and convert user confusion into product improvements
- Identify system flaws causing user difficulties and collaborate with engineering to resolve bugs
- Share user feedback with partner banks to enhance their processes and products
- Draft frequently asked questions and help articles
- Enhance internal tooling and establish efficient operational procedures
- Assist with various compliance and customer operations tasks
- Build and maintain positive relationships with platform users
- Contribute to the expansion of customer support and operations infrastructure
Requirements
- Possess at least two years of background in customer experience or customer support
- Demonstrate consistent empathy and the ability to uncover underlying questions
- Translate complex terminology into clear human communication
- Focus on automating job functions where possible
- Maintain an organized inbox and stay calm while managing multiple tasks simultaneously
- Communicate comfortably with startup clients via phone, chat, or in person
- Apply creativity while working within strict constraints
- Maintain a kind demeanor when interacting with passionate customers
- Be available to work a minimum of one weekend day within a five-day shift schedule
Qualifications
- Prior background working in retail branch banking
Core Skills
Benefits
- Base salary
- Equity including stock options or RSUs
- Comprehensive benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting lists the remote status for this role as remote.
What is the salary range for this role?
For US employees located in Seattle, Los Angeles, New York City, or the San Francisco Bay Area, the target base salary is $48,100 to $58,400 USD. For employees located outside those specified areas, the target base salary is $43,300 to $52,500 USD.
What are the working schedule requirements?
Employees must be available to work at least one weekend day per five-day shift. The working schedule is fixed and represents a long-term commitment rather than a rotating shift.
What experience is required to apply?
Applicants must have two or more years of experience in a customer support or customer experience role.
Sample Interview Questions
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