[All remote jobs](https://jobicy.com/jobs.md)[![Mercury logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2023/11/dfb1112a-221.jpeg)](https://jobicy.com/company/mercury.md)[Mercury](https://jobicy.com/company/mercury.md) # Customer Support Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/mercury.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 43,300–58,400 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished31 Oct 2026Apply before30 Nov 2026Listing views52Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Mercury is hiring a Customer Support Specialist to assist fintech customers through chat, email, and phone. The role handles account requests, payment and card issues, disputes, application processing, and product education within a complex U.S. financial-services environment. The specialist will identify recurring user problems, collaborate with engineering and partner banks, and improve help content and support processes. Candidates need at least two years of customer support or customer experience work, strong empathy, clear communication, and the ability to manage a fixed schedule that includes at least one weekend day. This is a U.S.-remote role with location-based annual base-salary bands. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires resolving sensitive, detail-heavy fintech and account issues while communicating clearly with customers, engineers, and banking partners. High ticket variety, concurrent requests, and compliance-related tasks increase complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$50,850US market range (per year)$42k–$60k0$66k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. Mercury discloses a target new-hire base salary of $43,300–$52,500 USD for U.S. employees outside specified high-cost markets and $48,100–$58,400 USD for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area. The posting does not state a cadence, but yearly pay is inferred from the range magnitude and standard full-time U.S. compensation conventions. Estimated U.S. market pay for a fintech customer support specialist is $42,000–$60,000 USD per year. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Chat support](https://jobicy.com/jobs?search_keywords=Chat%20support.md)[Phone support](https://jobicy.com/jobs?search_keywords=Phone%20support.md)[Fintech support](https://jobicy.com/jobs?search_keywords=Fintech%20support.md)[Account management](https://jobicy.com/jobs?search_keywords=Account%20management.md)[Card dispute handling](https://jobicy.com/jobs?search_keywords=Card%20dispute%20handling.md)[Payment troubleshooting](https://jobicy.com/jobs?search_keywords=Payment%20troubleshooting.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Knowledge base writing](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20writing.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Issue escalation](https://jobicy.com/jobs?search_keywords=Issue%20escalation.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md) Sample interview questionsHow would you handle a customer who is frustrated about a missing payment?I would first acknowledge the impact and frustration, then gather the relevant account and transaction details. I would explain the next steps in plain language, investigate or escalate through the appropriate process, and provide a clear expectation for follow-up. Describe how you translate a complex financial process for a non-technical customer. I start by identifying what the customer is trying to accomplish and avoid internal jargon. I break the process into short steps, explain the reason only where it helps, confirm understanding, and offer a written recap or relevant help article when useful. How do you prioritize multiple urgent support requests at once? I assess urgency, customer impact, security or compliance risk, and any service-level commitments. I address time-sensitive or high-risk cases first, keep customers informed when resolution will take time, and document work so handoffs remain reliable. Tell us about a recurring customer issue you would turn into a process improvement. I would review ticket patterns and customer language to identify the root cause, then validate the trend with relevant teams. Depending on the cause, I would propose a help-center update, product feedback, workflow automation, or an internal playbook and measure whether repeat contacts decrease. How would you work with engineering when you suspect a product bug is causing customer issues? I would collect reproducible examples, timestamps, affected account details, expected versus actual behavior, and the customer impact. I would file a concise escalation, keep affected customers updated without promising an unsupported timeline, and share the eventual resolution with the support team. Opportunity details ## About this role. 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. ### 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 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. #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 Show more [Apply now >](https://jobicy.com/jobs/158176-customer-support-specialist-7.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Ajax Systems logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/572c9c27-221.png) Ajax Systems Oct 31 New ### [Technical Manager (Kuala Lumpur, Malaysia)](https://jobicy.com/jobs/158198-technical-manager-kuala-lumpur-malaysia.md) Ajax Systems is an international tech company and the largest manufacturer of security systems in Europe, with over 4.5 million end users and 330K PRO users in more than 180… * ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby Oct 31 New ### [SMB Customer Success Manager – Americas](https://jobicy.com/jobs/158197-smb-customer-success-manager-americas.md) Hello! I’m Jared 👋 I joined Ashby four years ago as the first member of the Startup Customer Success team. Since then, I have been a part of building out… * ![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg) Instructure Oct 31 New ### [L1 Support Engineer – Spanish Bilingual](https://jobicy.com/jobs/158194-l1-support-engineer-spanish-bilingual.md) At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning… * ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby Oct 31 New ### [Implementation Consultant – Americas](https://jobicy.com/jobs/158184-implementation-consultant-americas.md) Implementation Consultant – Americas Hi! I’m Morgan, the Manager of Strategic Implementations here at Ashby. Our customers are at the center of everything we do, and that’s especially true during… * ![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg) Instructure Oct 31 New ### [Director, Customer Success](https://jobicy.com/jobs/158174-director-customer-success.md) At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning… * ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby Oct 31 New ### [Recruiting Operations Consultant](https://jobicy.com/jobs/158170-recruiting-operations-consultant.md) About This Role Hi, I’m Casey, Head Customer Success Management and Customer Education at Ashby. I’m thrilled to be hiring our first EMEA-based Recruiting Operations Consultant to support Strategic, Mid-Market,… * ![Polar logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/38ec7d73-221.webp) Polar Oct 31 New ### [Merchant Support Specialist](https://jobicy.com/jobs/158149-merchant-support-specialist.md) Merchant Operations at Polar Merchant Operations at Polar is about delivering an exceptional merchant experience while building the processes, tooling and automation that allow us to scale. As we rethink… * ![Semperis logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/01cb24ea-221.png) Semperis Oct 31 New ### [Customer Success Manager](https://jobicy.com/jobs/158144-customer-success-manager-58.md) At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they… * ![Lyra Health logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/01/1594f6d9649b131ca2414928bd60caac.jpeg) Lyra Health Oct 31 New ### [Client Support Specialist – After Hours](https://jobicy.com/jobs/158139-client-support-specialist-after-hours.md) About Lyra Health Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million… * ![Semperis logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/01cb24ea-221.png) Semperis Oct 31 New ### [Enterprise Customer Success Manager](https://jobicy.com/jobs/158137-enterprise-customer-success-manager-10.md) At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they… [Browse all jobs](https://jobicy.com/jobs.md)