Greenhouse ·
full-timeCustomer Support Specialist
Mercury · San Francisco, CA, New York, NY, Portland, OR, or Remote within United States
Mercury operates as a fintech company providing a comprehensive finance stack tailored for startups and small businesses. As a Customer Support Specialist, you will serve as a primary point of contact for users, managing inquiries via chat, email, and phone. Your daily responsibilities include processing account requests, handling card disputes, resolving payment issues, and guiding customers through the platform's features. Beyond direct support, you will act as a bridge between users and the engineering team, identifying systemic product flaws, reporting bugs, and contributing to the development of internal support infrastructure. This role requires the ability to translate complex financial terminology into clear, accessible language while maintaining empathy and composure in high-pressure situations. The ideal candidate possesses at least two years of experience in customer experience or support and demonstrates a proactive approach to process improvement and automation. You should be comfortable navigating the complexities of the U.S. financial system and thrive in a fast-paced environment that demands both technical competence and strong interpersonal skills. This position requires a fixed Monday through Friday schedule from 11:00 am to 8:00 pm PT.
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. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. 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 shift: Monday - Friday from 11:00am PT to 8:00pm PT Your working schedule will be fixed - this is long-term commitment, not a rotating shift Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to 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. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. #LI-RP1 Total Rewards The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following : US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $48,100 — $58,400 USD US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $43,300 — $52,500 USD
| Role | Customer Support Specialist |
|---|---|
| Company | Mercury |
| Location | San Francisco, CA, New York, NY, Portland, OR, or Remote within United States |
| Type | internship |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Customer Support Specialist at Mercury: frequently asked questions
- What is the salary for this role?
- Mercury has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Customer Support Specialist position remote, hybrid or onsite?
- The listing marks this role as remote, with San Francisco, CA, New York, NY, Portland, OR, or Remote within United States as the location.
- What is the application deadline?
- Mercury has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Customer Support Specialist role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
More at Mercury
Other jobs at Mercury
- Senior Data Analyst - Reconciliation · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
- Customer Support Manager - Risk · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
- Engineering Manager - Bank Accounts · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
- Senior Analytics Engineer · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
- Senior Engineering Manager - Mobile · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
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