Customer Support Specialist, Mercury

Weekend Coverage

$54-67.5k

Salary applicable to US applicants and is dependent on location. Canadian employees (any location): CAD 56,700 - 63,800. + Stock options for all

Junior and Mid level

New York

San Francisco Bay Area

Remote from Canada, US

Banking services for startups

Be an early applicant

Banking services for startups

501-1000 employees

FintechB2BBankingFinancial Services

Be an early applicant

$54-67.5k

Salary applicable to US applicants and is dependent on location. Canadian employees (any location): CAD 56,700 - 63,800. + Stock options for all

Junior and Mid level

New York

San Francisco Bay Area

Remote from Canada, US

501-1000 employees

FintechB2BBankingFinancial Services

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.

Job

Company

Role

Who you are

Have 2+ years of experience in a Customer Experience / Customer Support role
Fintech experience is a plus
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 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)
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
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 Weekend Coverage 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
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
Required: you will need to be excited to work at least one weekend day per 5 day shift! Please only apply to this role if you can commit to working one of the following schedules below long-term
Schedule: Sunday - Thursday or Tuesday - Saturday
Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too!
Working hours are 9:00 AM - 6:00 PM (in your local time zone)
Your working schedule will be fixed - this is long-term commitment, not a rotating shift

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 100,000 businesses and achieved a $1B valuation in 2021. As a rising unicorn in the stagnant world of startup banking, mercury is 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

Top investors

50% employee growth in 12 months

Glassdoor (4.5)

Trustpilot (4.2)

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)
Retirement matching up to 4% of base salary (401k/RRSP)
Paid 6-week sabbatical after the 5-year mark
Annual $1K USD learning & development budget
Unlimited book budget
Weekly $100 USD food budget
Monthly $100 USD wellness budget
Monthly $50 USD cellphone reimbursement
Pet-friendly offices with free tea & lunch

Company HQ

SoMa, San Francisco, CA

Leadership

Jason Zhang

(COO)

Studied Biology at Stanford before spending over 4 years at Heyzap in Business Development.

Immad Akhund

(CEO)

Graduated from the University of Cambridge, then worked as a Software Developer at Aquila and Bloomberg. Also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.

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