Investment Support Specialist

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. We've spent years earning the trust of over 300,000 businesses on the banking* 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. What You’ll Do: 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 What You Bring: 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 Mercury 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. #LI-RP1