Customer Support Specialist - EMEA

Role overview

Mercury is a financial platform built for startups, and its customer base has grown to more than 200,000 startups and small businesses worldwide since the company launched in 2019. The support organization is expanding alongside that growth, with a larger EMEA coverage model designed to serve customers across the working week. This position is for a thoughtful, highly capable support professional who can bring warmth, clarity, and precision to customer conversations.

In this role, you will help users who need assistance beyond what the product can solve on its own. The ideal person combines empathy with strong judgment, communicates clearly, and can turn complex banking and operational issues into simple, human explanations. A deep understanding of how the product works is important, because banking workflows involve many moving parts and often require practical, efficient problem-solving.

Schedule and working pattern

This is a fixed long-term schedule rather than a rotating shift. You should be comfortable working at least one weekend day within a five-day workweek. Available schedule patterns include Sunday to Thursday, Tuesday to Saturday, or a schedule that includes both Saturday and Sunday if that is your preference.

What you will do

You will be part of the customer support function and will handle a wide range of user needs through chat and email. The work spans direct support, account-related requests, internal process improvement, and cross-functional collaboration with engineering, operations, and banking partners.

Additional information

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

Compensation and rewards

The total rewards package includes base pay, equity in the form of stock options or RSUs, and benefits. Compensation is reviewed using market data and may vary based on experience, expertise, location, and internal pay alignment. For Ireland-based hires, the target base salary range is €40,300 to €48,900.

Equal opportunity and accommodations

Mercury is committed to inclusive hiring and considers all applicants without regard to protected characteristics such as race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation. Reasonable accommodations are available throughout the hiring process for candidates with disabilities or special needs.

Application notes

The application form asks for personal and contact details, location of intended work, current residence in Ireland, a resume or CV, an optional cover letter, and optional links or supporting materials such as LinkedIn, portfolio, website, past work, references, side projects, or similar examples. Candidates are also asked whether they will require visa sponsorship now or in the future.

Responsibilities

• Respond to customer questions and issues through chat and email.
• Manage account-related requests such as application handling, card disputes, missing payments, card delivery problems, and similar cases.
• Guide customers in using the product and convert confusing feedback into practical product ideas.
• Spot recurring issues and the underlying system problems that cause them.
• Partner with engineers to investigate and resolve product bugs.
• Relay customer needs to banking partners and collaborate on process improvements.
• Draft help-center content and frequently asked questions.
• Learn internal support tools and suggest ways to improve them.
• Build workflows and processes that make the support function more efficient.
• Assist with additional compliance and customer operations work as needed.
• Maintain positive, trust-based relationships with users.
• Contribute to the growth of the support and operations infrastructure.

Requirements

• At least 3 years of experience in customer experience or customer support.
• Hands-on experience using Zendesk.
• A strong habit of responding with empathy and kindness.
• The ability to project confidence and competence in customer interactions.
• Skill in uncovering the real issue behind a customer’s first question.
• Ability to translate technical or banking-heavy language into plain, friendly communication.
• Interest in automating repetitive work wherever possible.
• Strong organization across Slack, inboxes, and task management.
• Composure while balancing several priorities at the same time.
• Comfort speaking with startup customers both in person and through chat.
• Creativity when working within strict constraints.
• Professionalism and patience when dealing with frustrated users.
• An appreciation for language is preferred.

Perks

• Competitive total compensation with base salary, equity, and benefits.
• Equity participation through stock options or RSUs.
• Location-based salary offering for Ireland.
• Long-term fixed scheduling rather than rotating shifts.
• Weekend schedule options to suit different availability patterns.
• Reasonable accommodations during recruitment for candidates who need them.

Eligibility

Applicants should be experienced customer support professionals who can work onsite in Dublin, Ireland and are open to a fixed schedule that includes at least one weekend day per five-day shift. The role is intended for candidates with a customer-facing support background and familiarity with support tooling and banking or fintech-style workflows.

Education

No specific degree requirement was stated.

Application questions

Candidates must indicate whether they will need visa sponsorship and provide the city and state/province from which they plan to work. Applicants must also confirm whether they currently live in Ireland.