Mercury - Investment Support Specialist
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 • 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: $71,900 - $87,300 USD • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $64,700 - $78,500 USD
Responsibilities
• 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
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