43K–58K USD / year
Customer Support Specialist
Customer successWorkplace — US or worldwide
Published on 2026-10-16
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Mercury is seeking a Customer Support Specialist to enhance user experiences through empathy and knowledge. The role involves responding to user inquiries, addressing account requests, and collaborating with engineering to resolve issues. This position also includes creating help articles and improving internal tools.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
What you'll do
- Answer user questions over chat, email, and phone
- Handle user account requests and issues
- Teach customers how to use the product
- Identify systemic flaws leading to user problems
- Work with the engineering team to resolve bugs
- Write help articles and FAQs
- Improve internal tools and processes
- Build relationships with users
What we're looking for
- 2+ years in a Customer Support role
- Exercise empathy consistently
- Translate complex terminology into clear communication
- Focus on automation of tasks
- Maintain an organized inbox
- Stay calm while multitasking
- Confident communication with customers
- Creativity in problem-solving
Nice to have
- Experience in retail branch banking
- Passion for uncovering customer needs
- Proactive in solving customer problems