{"id":2734118,"url":"https://alion.io/job/mercury-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":4381,"name":"Mercury","domain":"mercury.com","url":"https://alion.io/company/mercury","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0.167,"time_to_fill_p50_days":52,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":48100,"max":58400,"currency":"USD","period":"year","gross":null,"usd_annual":58400},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T15:33:47Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-24T16:25:06Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"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.\nAs 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. \nYou’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.\n*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.\nWhat You’ll Do: \nAnswer user questions over chat, email, and phone\nHandle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more\nTeach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions\nIdentify the systemic flaws that lead to user problems\nWork with our engineering team to find and squash bugs\nCommunicate our users' needs to our partner banks and work with them to improve their products and processes\nWrite help articles and FAQs\nLearn our internal tools and figure out how to improve them\nPut in place processes to make your job more efficient\nHelp with other compliance and customer tasks\nCreate and sustain warm relationships with our users\nHelp build out the customer support and ops infrastructure at Mercury\nWhat You Bring:\nHave 2+ years of experience in a Customer Experience / Customer Support role\nConsistently exercise empathy\nAlways seek to answer the question behind the question\nUnderstand how to translate complex terminology into clear, human user communication\nEnjoy thinking about how to automate as much of your job as possible\nKeep a clean, ordered inbox\nStay calm and collected while working on ten things at once\nFeel confident talking with startup folks in person, over chat, or on the phone\nUse creativity while working within difficult constraints\nShow kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)\nWould be nice if you: \nHave experience working in retail branch banking \nAre passionate about uncovering customer needs \nEnjoy solving customer problems and proactively offering solutions to unmet needs\nSchedule Information:\nRequired: be available to work at least one weekend day per 5 day shift \nWe are currently hiring for multiple shifts. Openings will be covered early in the interview process\nYour working schedule will be fixed - this is long-term commitment, not a rotating shift\nMercury 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.\nTotal Rewards\nThe total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.\nOur 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.\nOur target new hire base salary ranges for this role are the following :\nUS employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:\n$48,100—$58,400 USD\nUS employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:\n$43,300—$52,500 USD","description_format":"text","description_chars":4531,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-16T18:40:02Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":52,"reasons":["conf:1","velocity","win:early","comp:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":58400,"is_top_pay":true},"html_url":"https://alion.io/job/mercury-customer-support-specialist-2","json_url":"https://alion.io/job/mercury-customer-support-specialist-2.json","meta":{"generated_at":"2026-10-24T16:28:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23802,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4381},"rest":"https://alion.io/mcp/rest/get_company?id=4381"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmercury-customer-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmercury-customer-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmercury-customer-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mercury-customer-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmercury-customer-support-specialist-2"}]}