Customer Support Specialist

Mercury · San Francisco, CA, New York, NY, Portland, OR, or Remote within United States

🇺🇸 Remote (US)$43,300 – $52,500/yr2d ago

At a glance

Where: Remote — open to applicants in the United States
Pay: $43,300 – $52,500/yr — as listed by Mercury
Team: Customer Support
Experience: 2+ years
Hours: Fixed working schedule (not rotating) with at least one weekend day per 5-day shift
Posted: November 12, 2026
Last confirmed open: 4m ago
At Mercury: 46 open remote roles — mostly Finance & Legal (8), Software Development (7), Human Resources (6). Pay is listed on 25 of them ($43,300 – $298,800/yr).
How to apply: Directly on Mercury's own site — no NodJobs account needed.

About the role

This role handles user questions and account requests over chat, email and phone for Mercury's Customer Support team, and works with engineering and partner banks to fix problems and improve the product. It suits candidates with 2+ years of experience in a customer experience or customer support role who can explain complex banking topics clearly.

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 more
Teach customers how to use the product and translate user confusion into product suggestions
Identify systemic flaws that lead to user problems
Work with the engineering team to find and fix bugs
Communicate user needs to partner banks and work with them to improve their products and processes
Write help articles and FAQs
Learn internal tools and figure out how to improve them
Put in place processes to make the job more efficient
Help with other compliance and customer tasks
Create and sustain warm relationships with users
Help build out the customer support and operations infrastructure at Mercury
Understand how the product works in detail, including banking's many moving parts

What you'll need

2+ years of experience in a Customer Experience or 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 the 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 from passionate customers
Be available to work at least one weekend day per 5-day shift
Experience working in retail branch banking
Passion for uncovering customer needs
Enjoy solving customer problems and proactively offering solutions to unmet needs