Investment Support Specialist

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

Compensation

The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Target new hire base salary ranges:

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