Customer Support Specialist - EMEA

About the role

Mercury is creating an all-in-one financial platform for startups. Since its 2019 launch, the company has grown to support more than 200,000 startups and small businesses across the globe. To keep pace with this expansion, the support organization is scaling, with a particular focus on strengthening coverage for EMEA customers across the working week.

This role sits within the Customer Support team and is centered on delivering thoughtful, high-quality help to users whose needs are not fully resolved by the product. The ideal person brings both warmth and precision, pairing empathy with strong judgment and clear communication. Because the product touches complex banking workflows, you’ll need to understand it in depth and work through issues involving a highly layered U.S. financial system.

Mercury is a fintech company, not an FDIC-insured bank. Banking services are provided through Choice Financial Group and Column N.A., Members FDIC.

Working schedule

• This position requires enthusiasm for working at least one weekend day in each five-day work cycle.
• Schedule options include Sunday to Thursday or Tuesday to Saturday.
• If you prefer a schedule that includes both Saturday and Sunday, that can also be arranged.
• The shift pattern is fixed and intended as a long-term arrangement rather than a rotating roster.

What you'll do

• Respond to customer questions through chat and email.
• Manage account-related requests such as application handling, card disputes, missing payments, card deliveries, and related tasks.
• Explain how the product works and turn customer confusion into useful product feedback.
• Spot recurring issues and the underlying process or product gaps that cause them.
• Partner with engineering to investigate and resolve bugs.
• Relay customer needs to partner banks and collaborate on improvements to products and processes.
• Create help content such as articles and FAQs.
• Learn internal tools and identify ways to make them better.
• Build and refine processes that improve efficiency in day-to-day support work.
• Assist with compliance-related and other customer operations tasks.
• Develop strong, positive relationships with users.
• Contribute to the growth of the customer support and operations setup.

What we're looking for

• At least 3 years of experience in a customer experience or customer support position.
• Hands-on experience using Zendesk.
• A naturally empathetic approach to customer interactions.
• Strong professionalism and confidence in communication.
• The ability to uncover the real issue behind a customer’s question.
• Skill in turning technical or banking-related language into simple, human explanations.
• A strong interest in automating repetitive work wherever possible.
• Comfort keeping Slack and inboxes organized and tidy.
• The ability to stay composed while balancing multiple priorities at once.
• Confidence speaking with startup customers both in person and over chat.
• Creativity within operational and product constraints.
• Kindness and patience when dealing with frustrated users.
• An appreciation for language is a plus.

Compensation and benefits

The total rewards package includes base pay, equity in the form of stock options or RSUs, and additional benefits. Offer details are determined by experience, expertise, location, and internal pay alignment with comparable team members.

The target base salary range for this role in Ireland is €40,300 to €48,900.

Equal opportunity and accommodations

Mercury is an equal opportunity employer and considers all applicants 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 protected characteristic. Reasonable accommodations are available during the hiring process for candidates with disabilities or special needs. If you need support, you should inform the recruiter after being contacted about the role.