Investment Support Specialist

🕒 July 24

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $64.7k - $87.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Mercury

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

📋 Description

• Own customer communications across chat and email, handling everything from application questions to complex Treasury/Invest topics • Educate customers on product functionality and how it fits within their accounts • Address escalated issues with swift resolution, balancing customer needs with business integrity and regulatory compliance • Build genuine, lasting relationships with users • Identify systemic issues, partner with product and engineering on solutions, and serve as the voice of the customer internally • Use customer insights and data to spot trends and propose improvements • Draft help center articles, FAQs, and customer comms • Build processes, improve internal tools, and help scale Mercury's support and ops infrastructure • Assist with compliance and other customer-facing tasks as needed • Develop deep expertise in mutual funds, equity trading, and Treasury/Invest products • Own your metrics (CSAT, WSPPH, One Touch %, QA) and use them to drive continuous improvement • Contribute to internal knowledge bases, training content, and team-driven process improvements

🎯 Requirements

• Active Series 7 + S63 or S65; (Series 99 is a plus) • 3+ years experience in a Fintech customer experience/support role or a similarly complex, regulated environment • Deep knowledge of treasury, mutual funds, and equity trading products • Proficiency with CRM and support tooling (Zendesk is a plus) • A data-driven mindset, you use insights to identify trends and drive decisions • Strong written and verbal communication skills across technical and non-technical audiences • Ability to thrive in ambiguity and adapt quickly in a fast-moving environment • A proactive, ownership-oriented approach, you don't wait to be asked.

🏖️ Benefits

• base salary • equity (stock options/RSUs)