Investment Support Specialist

Mercury•Portland, OR

20h•$64,700 - $87,300

About The Position

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.

Requirements

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

Nice To Haves

Series 99 is a plus
Zendesk is a plus

Responsibilities

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