Customer Support Specialist

Responsibilities

• Answer user questions via chat and email with warmth and competence
• Handle user account requests, including application processing, card disputes, and missing payments
• Educate customers on product usage and translate user confusion into actionable product suggestions
• Identify systemic flaws and work with the engineering team to resolve bugs
• Communicate user needs to partner banks to improve their products and processes
• Write help articles, FAQs, and internal documentation to improve efficiency
• Build and sustain warm, professional relationships with startup users

Requirements

• 3+ years of experience in a Customer Experience or Customer Support role
• Proficiency with Zendesk
• Ability to work at least one weekend day per 5-day shift (fixed schedule)
• Strong communication skills with the ability to translate complex banking or engineering terms into clear, human language
• High level of empathy and the ability to remain calm and collected under pressure
• Proven ability to manage multiple tasks simultaneously while maintaining attention to detail

Benefits

• Competitive base salary
• Equity (stock options/RSUs)
• Comprehensive benefits package

About the Company

Mercury is building a complete finance stack for startups. Since launching in 2019, our customer base has grown to over 200,000 startups and small businesses worldwide. We provide sophisticated financial tools designed specifically for the needs of modern businesses.