Investment Support Specialist

About the role

Mercury is building a comprehensive financial platform for startups, aiming to reduce the time founders spend on financial operations. As we prepare to launch Mercury Treasury in 2026, we are expanding our team to support this new offering. This is a chance to be an early contributor, shaping the direction of a new product and team from its inception.

Key facts

What you'll do

• Manage customer interactions via chat and email, addressing inquiries from account setup to advanced Treasury and Investment topics.
• Explain product features and their integration within customer accounts.
• Resolve complex customer issues efficiently, balancing user needs with company standards and regulations.
• Cultivate strong, enduring relationships with our user base.
• Identify recurring problems, collaborate with product and engineering teams on solutions, and represent the customer's perspective internally.
• Analyze customer feedback and data to detect patterns and suggest improvements.
• Create support documentation, including help articles and frequently asked questions.
• Develop internal processes and tools to enhance support and operational infrastructure.
• Support compliance-related tasks and other customer-facing duties as required.
• Gain in-depth knowledge of mutual funds, equity trading, and Treasury/Investment products.
• Track and improve key performance indicators such as customer satisfaction and resolution times.
• Contribute to internal knowledge sharing, training materials, and team process enhancements.

Requirements

• Hold an active Series 7 license along with either a Series 63 or Series 65 license.
• Possess at least 3 years of experience in customer support or client experience within the fintech sector or a similarly regulated field.
• Demonstrate a thorough understanding of treasury, mutual funds, and equity trading products.
• Be proficient with customer relationship management (CRM) and support software.
• Apply a data-informed approach to identify trends and guide decision-making.
• Communicate effectively in writing and verbally with both technical and non-technical audiences.
• Adapt readily to change and excel in a dynamic, evolving environment.
• Take initiative and ownership of tasks and responsibilities.

Nice to have

• Experience with Zendesk.
• Hold an active Series 99 license.

Skills & tools

• CRM software
• Support ticketing systems
• Microsoft Office Suite / Google Workspace

Practical notes

• Salary range for US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $71,900 - $87,300 USD.
• Salary range for US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $64,700 - $78,500 USD.
• Total rewards include base salary, equity, and benefits.
• Mercury is an Equal Employment Opportunity employer. Accommodations are available for applicants with disabilities.