Overview
Join to apply for the Customer Support Specialist role at Mercury .
Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. This is a dynamic role on our Customer Support team, helping us deliver warmth, competence, and practical solutions when users have questions or needs that aren’t being met by our product.
Mercury is a financial technology company, not a bank. Banking services are provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.
Responsibilities
- Answer user questions over chat, email, and phone
- Handle user account requests, including application processing, card disputes, missing payments, card shipments, and related tasks
- Teach customers how to use our product and translate user confusion into product suggestions
- Identify systemic flaws that lead to user problems
- Work with our engineering team to find and squash bugs
- Communicate users’ needs to partner banks and collaborate to improve their products and processes
- Write help articles and FAQs
- Learn internal tools and seek improvements for them
- Put in place processes to improve efficiency
- Assist with other compliance and customer tasks
- Build and sustain warm relationships with users
- Help build out the customer support and ops infrastructure at Mercury
Qualifications
- 2+ years of experience in a Customer Experience / Customer Support role
- Fintech experience
- Consistently exercise empathy
- Exude competence
- Ability to uncover the question behind the question
- Ability to translate convoluted banking or engineering terminology into clear, human user communication
- Interest in automating as much of the job as possible
- Keep a clean, organized inbox
- Stay calm and collected while handling multiple tasks
- Comfort talking with startup folks in person, via chat, or on the phone
- Creativity within difficult constraints
- Kindness in the face of challenging interactions
- Ideally, a love for language
Compensation and Benefits
The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Salary and equity ranges are competitive within the SaaS and fintech industry and are updated regularly using reliable compensation survey data.
Hiring Process and Diversity
We welcome candidates from diverse backgrounds and varying levels of experience, as we are hiring for this position across multiple levels. Base salary offers are determined based on relevant experience, location, and internal equity.
Our target base salary ranges for this role are:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $60,000 - $67,500 USD or $72,600 - $81,700 USD
- US employees outside of NYC/LA/Seattle/SF Bay Area: $54,000 - $60,800 USD or $65,300 - $73,500 USD
- Canadian employees (any location): CAD 56,700 - 63,800 or CAD 68,600 - 77,200
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. Reasonable accommodations are provided throughout the recruitment process for applicants with disabilities or special needs; please let your recruiter know if you need assistance or an accommodation when contacted about a role.
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate-submitted applications. An independent bias audit report covering our use of Covey is available.
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