Customer Support Specialist
- Pay
- $43,300 – $58,400 per year
- Location
- San Francisco, CA (Remote)
- Job type
- Full-time
- Level
- Entry level
- Experience
- 2+ years
- Listed
- 23 days ago
Skills & highlights for this role
- customer support
- financial product troubleshooting
- chat and email support
Also useful
- retail branch banking
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.
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
About Mercury
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.
Equal opportunity and legal notices
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.
From Mercury's careers page, first listed on Rolev.ai on October 17, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Customer Support Specialist role at Mercury, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
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Common questions
What is the salary for the Customer Support Specialist role at Mercury?
The Customer Support Specialist posting at Mercury states compensation of $43,300 – $58,400 per year. It is listed as a full-time position. Final pay may depend on location, experience, and interview evaluation on Mercury's official career site.
Where is the Customer Support Specialist job at Mercury located?
Yes, this Customer Support Specialist opening at Mercury is listed as San Francisco, CA (Remote). Always check Mercury's application page for specific state eligibility or relocation policies.
What qualifications are required for Customer Support Specialist at Mercury?
For the Customer Support Specialist role, Mercury highlights 2+ years of relevant experience; experience with customer support, financial product troubleshooting, chat and email support. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Customer Support Specialist position at Mercury?
This listing links directly to Mercury's Greenhouse application page. You can apply directly on Mercury's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.