Customer Support Specialist
San Francisco, CA, New York, NY, Portland, OR, Hybrid (Remote within United States)$48.1k - $58.4kfull-timePosted 5d ago
About the role
Customer Support role at Mercury, focused on helping users understand and use the product, handle account requests, and feedback loops with engineering and partner banks. Remote-friendly within the United States with multiple US locations for onsite possibilities.
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 engineering to find and fix bugs
- Communicate user needs to partner banks and collaborate to improve products/processes
- Write help articles and FAQs
- Learn internal tools and improve them
- Put in place processes to improve efficiency
- Assist with compliance and customer tasks
- Create 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
- Consistently exercise empathy
- Ability to translate complex terminology into clear user communication
- Interest in automating tasks and improving processes
- Keeps a clean, organized inbox
- Ability to stay calm while multitasking
- Confident in communicating with startup audiences in person, chat, or phone
- Creativity within constraints
- Kindness under pressure
Skills
Required:Customer supportCommunication
Benefits
- Total rewards package includes base salary, equity (stock options/RSUs), and benefits
- Salary ranges updated regularly based on industry data
- New hire offers based on experience, location, and pay equity considerations
Last updated Oct 21, 2026. Interested? Apply on the company site.
About Mercury
Online Business Banking For Startups & Small Businesses | Financial Workflows
Powerful banking. Simplified finances. Apply in 10 minutes for business banking that transforms how you operate.
bankingfinancial workflowsbusiness bankingmobile bankingcorporate cardscredit cardsdeposit insurancetreasury
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