Join Mercury as a Customer Support Specialist to assist startups with their financial needs and enhance user experience.
Posted by employer 9 hours ago
First seen on Joblaze 1 hour ago
Last verified on the company career page 1 hour ago
What you'll build
- Answer user questions over chat, email, and phone
- Handle user account requests
- Teach customers how to use our product
- Identify systemic flaws that lead to user problems
- Write help articles and FAQs
Must have
- 2+ years of experience in a Customer Experience / Customer Support role
Nice to have
- Experience working in retail branch banking
- Passionate about uncovering customer needs
- Enjoy solving customer problems
Practical constraints
- Be available to work at least one weekend day per 5 day shift
Requirements
- Experience
- 2+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In this role, the Customer Support Specialist at Mercury engages with users through various channels to address inquiries and resolve issues related to the fintech product. The position requires a strong understanding of the financial system and the ability to communicate complex concepts clearly while maintaining a compassionate approach. Ideal candidates will have at least two years of experience in customer support, demonstrating empathy and problem-solving skills. Mercury's team is focused on building a supportive infrastructure to enhance user experience as the company continues to grow.
Joblaze insights
- Listed today — first seen on Joblaze October 17, 2026. Last confirmed on Mercury's careers page October 17, 2026.
- This exact title is also open at 1 other location at Mercury: San Francisco, CA, New York, NY, Portland, OR, or Remote within United States.
- Salary band is below the typical range for comparable tech roles (median ~$130,000).
- Starts at or below all 1287 comparable mid other roles in United States we track (median $105,000 across 179 companies).
Quick facts
- Is the Customer Support Specialist role remote?
- It's hybrid — Mercury expects some on-site time in San Francisco, CA, United States.
- What's the salary range?
- Mercury lists $43,300–$52,400 for this role.
- How much experience is required?
- At least 2 years of relevant experience for this Customer Support Specialist role.
- Where is the role based?
- Mercury is hiring for this position in San Francisco, CA, United States.
- What seniority level is this role?
- Mercury targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Specialist role at Mercury.
From the original posting
Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.
As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration.
You’ll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.
What You’ll Do:
- Answer user questions over chat, email, and phone
- Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more
- Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
- Identify the systemic flaws that lead to user problems
- Work with our engineering team to find and squash bugs
- Communicate our users' needs to our partner banks and work with them to improve their products and processes
- Write help articles and FAQs
- Learn our internal tools and figure out how to improve them
- Put in place processes to make your job more efficient
- Help with other compliance and customer tasks
- Create and sustain warm relationships with our users
- Help build out the customer support and ops infrastructure at Mercury
What You Bring:
- Have 2+ years of experience in a Customer Experience / Customer Support role
- Consistently exercise empathy
- Always seek to answer the question behind the question
- Understand how to translate complex terminology into clear, human user communication
- Enjoy thinking about how to automate as much of your job as possible
- Keep a clean, ordered inbox
- Stay calm and collected while working on ten things at once
- Feel confident talking with startup folks in person, over chat, or on the phone
- Use creativity while working within difficult constraints
- Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)
Would be nice if you:
- Have experience working in retail branch banking
- Are passionate about uncovering customer needs
- Enjoy solving customer problems and proactively offering solutions to unmet needs
Schedule Information:
- Required: be available to work at least one weekend day per 5 day shift
- We are currently hiring for multiple shifts. Openings will be covered early in the interview process
- Your working schedule will be fixed - this is long-term commitment, not a rotating shift
#LI-RP1
Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
Standard company text repeated across Mercury's postings is omitted here.