Customer Support Specialist, Mercury
EMEA
€47-52.8k
Offers equity (stock options/RSUs)
Banking services for startups and small businesses
Be an early applicant
Banking services for startups and small businesses
1001+ employees
Be an early applicant
€47-52.8k
Offers equity (stock options/RSUs)
1001+ employees
Company mission
To make scaling tech companies simpler with a personalized banking stack for startups, and power the next generation of companies that will shape the American industry.
Role
Who you are
- Have 3+ years of experience in a Customer Experience / Customer Support role
- Experience with Zendesk
- Consistently exercise empathy
- Exude competence
- Always seek to answer the question behind the question
- Understand how to translate convoluted banking or engineering terminology into clear, human user communication
- Enjoy thinking about how to automate as much of your job as possible
- Keep a clean, ordered Slack and inbox
- Stay calm and collected while working on ten things at once
- Feel confident talking with startup folks in person or over chat
- 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)
- And ideally, have a love for language
What the job involves
- Mercury is building a complete finance stack for startups
- Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world
- Our Support team is expanding to match this growth, and we're continuing to grow our EMEA team to provide strong coverage for our clients across the working week
- As part of this, 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
- Schedule Information:
- Required: you will need to be excited to work at least one weekend day per 5 day shift!
- Schedule options:
- Sunday - Thursday
- Tuesday - Saturday
- Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!
- Your working schedule will be fixed - this is long-term commitment, not a rotating shift
- Answer user questions over chat & email
- 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
Our take
Frustrated by the archaic, fee-laden banking services offered to entrepreneurs, the founders of Mercury set out to create a better solution. They envisioned a platform that was dynamic, tech-driven, and free from unnecessary fees.
Mercury delivers on this vision by automating business payment processes, offering FDIC-insured accounts, and providing full API access, empowering entrepreneurs with greater control and efficiency. This approach stands in stark contrast to traditional startup banking, which often burdens young businesses with high fees and limited functionality.
By prioritizing user experience and offering a free service tier, Mercury has attracted over 200,000 businesses and achieved a $3.5B valuation as of 2025. As a rising unicorn in the stagnant world of startup banking, mercury is backed by substantial funding and poised for continued growth, constantly adding new features and expanding its team to further disrupt the industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2025
$300m
SERIES C
Jul 2021
$120m
SERIES B
Total funding: $450.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Annual $1K learning & development budget
- Paid 6-week sabbatical after the 5-year mark
- Weekly $100 food budget
- Monthly $100 wellness budget
- Monthly $50 cellphone reimbursement
- Pet-friendly offices with free tea and beverages, plus lunch and snacks
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401K/RRSP)
- Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(Co-Founder & COO)Jason graduated from Stanford University with a Bachelor of Science in Biology before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(Co-Founder & CEO)Immad graduated from the University of Cambridge with a Masters in Computer Science. He then worked as a Software Developer at Aquila and Bloomberg. He also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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