Customer Support Specialist

Mercury

. Answer user questions over chat, email, and phone .

Posted 11/12/2026full-timeRemote • United StatesJuniorMid-Level💰 $48,100 - $58,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities by effectively answering user inquiries, managing account requests, and translating complex terminology into clear communication. Proficient in building warm user relationships and improving internal processes to enhance customer experience.

Highest-signal resume keywords

Customer ExperienceEmpathyCommunication SkillsProblem-SolvingProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyCreativityCalm Under PressureOrganizational SkillsInterpersonal Skills

Industry Keywords

Customer SupportUser Account ManagementHelp ArticlesComplianceCustomer Relationship Management

About the role

Key responsibilities & impact

Answer user questions over chat, email, and phone
Handle user account requests, including application processing, card disputes, missing payments, and card shipments
Teach customers how to use the product and translate user confusion into product suggestions
Identify systemic flaws that lead to user problems
Work with engineering to find and fix bugs
Communicate users' needs to partner banks and help improve their products and processes
Write help articles and FAQs
Learn and improve internal tools
Implement processes to make work more efficient
Assist with compliance and customer tasks
Create and sustain warm user relationships
Help build customer support and operations infrastructure

Requirements

What you’ll need

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
Must be available to work at least one weekend day per 5 day shift
Fixed long-term work schedule; not a rotating shift

Benefits

Comp & perks

Equity (stock options/RSUs)
Benefits
Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs