Remote opportunity at
MercuryCustomer Support Specialist
Mercury, a fintech company establishing a financial platform for startups, is seeking a remote Customer Support Specialist in the United States. Since launching in 2019, the…
Career Tools
About This Role
Mercury, a fintech company establishing a financial platform for startups, is seeking a remote Customer Support Specialist in the United States. Since launching in 2019, the organization has expanded its user base to over 300,000 small businesses and startups globally. In this role, the selected candidate will act as a primary point of contact for users needing assistance with financial system complexities, account administration, and product navigation. The position suits…
Job Description
Mercury, a fintech company establishing a financial platform for startups, is seeking a remote Customer Support Specialist in the United States. Since launching in 2019, the organization has expanded its user base to over 300,000 small businesses and startups globally. In this role, the selected candidate will act as a primary point of contact for users needing assistance with financial system complexities, account administration, and product navigation. The position suits individuals who possess a strong sense of empathy, can remain composed under pressure, and excel at managing multiple tasks simultaneously.
The role involves assisting users through phone, chat, and email, while also collaborating with internal engineering teams and partner financial institutions such as Choice Financial Group and Column N.A. (Members FDIC) to resolve technical problems and optimize support operations. Team members work fixed schedules that include at least one weekend day per five-day shift. The total compensation package incorporates base salary, equity components including stock options or RSUs, and company benefits. New hire pay offers are determined by expertise, experience, geographic location, and internal equity standards, with base salary ranges varying depending on whether the employee is located in New York City, Los Angeles, Seattle, the San Francisco Bay Area, or other United States regions.
Responsibilities
- Respond to user inquiries delivered via phone, email, and chat channels
- Process account requests such as missing payments, application reviews, card shipments, and card disputes
- Guide customers through product usage and convert user difficulties into actionable product feedback
- Partner with engineering teams to discover and resolve software bugs
- Collaborate with partner banks to enhance external products and workflows based on customer needs
- Draft help articles and FAQs
- Refine internal tools and establish operational efficiencies
- Participate in compliance tasks and customer support infrastructure development
Requirements
- Possess a minimum of two years of background in customer support or customer experience
- Maintain an organized and clean inbox
- Demonstrate the ability to remain calm while handling ten tasks at once
- Communicate complex terminology clearly to users
- Work a fixed schedule that requires availability on at least one weekend day per five-day shift
Qualifications
- Background working in retail branch banking
Core Skills
Benefits
- Base salary
- Equity including stock options and RSUs
- 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 specifies that the role can be remote within the United States, with headquarters located in San Francisco, New York, and Portland.
What is the salary for this role?
For US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, the base salary range is $48,100 to $58,400 USD. For employees outside those areas, the base salary range is $43,300 to $52,500 USD. The total rewards package also includes equity and benefits.
What are the working hours for this role?
Working schedules are fixed on a long-term basis and require availability to work at least one weekend day per five-day shift.
What experience is required to apply?
Applicants must have at least two years of experience in a customer support or customer experience role.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.