Investment Support Specialist

San Francisco New York Ny Portland Or Or Within United States, United StatesRemote

Responsibilities

Own customer communications across chat and email, handling everything from application questions to complex Treasury/Invest topics
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
Draft help center articles, FAQs, and customer comms
Build processes, improve internal tools, and help scale Mercury's support and ops infrastructure
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

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)
Ability to thrive in ambiguity and adapt quickly in a fast-moving environment

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

Mercury is building the complete finance stack for startups, one where founders spend less time thinking about money infrastructure and more time building their companies.
side. In 2026 we are launching Mercury Treasury, we're expanding the team to match.
This isn't a role where you inherit a playbook, you'll help write it.
You'll be an early, high-impact member of a team being built from the ground up, and your insights will directly shape how the product and team evolve.
You'll need to understand treasury products deeply.
This includes money market funds, yield, liquidity management, and how it all fits within a customer's account.
The financial system has a lot of moving pieces, and your job is to make it feel simple and approachable for our users.
As an investment support specialist you'll bring warmth and expertise in equal measure, answering complex product questions, resolving escalated issues, and educating customers.
You'll also serve as the connective tissue between our users and our product and engineering teams.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.