Remote opportunity at
MercuryCustomer Support Specialist
Mercury develops financial infrastructure tailored for startups and currently serves over 300,000 global businesses. The company is hiring a Customer Support Specialist to assist users with…
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About This Role
Mercury develops financial infrastructure tailored for startups and currently serves over 300,000 global businesses. The company is hiring a Customer Support Specialist to assist users with product inquiries and financial system challenges through a remote work arrangement. This role involves delivering professional assistance via phone, chat, and email while helping clients navigate complex financial processes. Ideal candidates can maintain composure under pressure, demonstrate strong empathy, and collaborate with internal engineering…
Job Description
Mercury develops financial infrastructure tailored for startups and currently serves over 300,000 global businesses. The company is hiring a Customer Support Specialist to assist users with product inquiries and financial system challenges through a remote work arrangement.
This role involves delivering professional assistance via phone, chat, and email while helping clients navigate complex financial processes. Ideal candidates can maintain composure under pressure, demonstrate strong empathy, and collaborate with internal engineering teams and partner financial institutions to resolve technical issues and improve product offerings.
The position requires working at least one weekend day as part of a fixed five-day schedule. Total compensation includes a competitive base salary, equity components such as stock options or RSUs, and additional benefits. Base salary ranges vary by geographic location, with specific brackets established for major metropolitan areas like New York City, Los Angeles, Seattle, and the San Francisco Bay Area compared to other regions.
Responsibilities
- Assist users via phone, chat, and email with general inquiries and account management tasks
- Process card disputes, application reviews, missing payments, and card deliveries
- Guide customers on product utilization and gather user feedback to share with internal engineering teams
- Identify and report system bugs and workflow defects
- Collaborate with partner financial institutions to enhance external products and procedures
- Draft internal tool improvements, help articles, and frequently asked questions
- Establish efficient operational procedures and compliance tasks
Requirements
- Minimum of two years of relevant background in customer experience or support functions
- Availability to work a fixed schedule that includes at least one weekend day per five-day shift
- Ability to communicate complex financial terminology clearly to users
Qualifications
- Prior work history within retail branch banking
- Demonstrated enthusiasm for discovering customer requirements and delivering proactive solutions
Core Skills
Benefits
- Base salary
- Equity including stock options and 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 source explicitly states that this role is remote.
What is the work schedule for this position?
The schedule is a fixed long-term commitment requiring availability to work at least one weekend day per five-day shift.
What experience is required for the Customer Support Specialist role?
Applicants must have at least two years of experience in a customer support or customer experience role.
What compensation and benefits are offered?
The total rewards package includes a base salary, equity such as stock options or RSUs, and benefits. Salary ranges depend on geographic location.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.