Investment Support Specialist

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Take charge of customer communications through chat and email, addressing inquiries from application questions to intricate Treasury/Invest topics.

• Educate customers on product features and their integration within their accounts.

• Resolve escalated issues promptly, ensuring a balance between customer satisfaction, business integrity, and regulatory compliance.

• Cultivate authentic, long-lasting relationships with users.

• Identify systemic challenges, collaborate with product and engineering teams to develop solutions, and represent the customer's voice internally.

• Leverage customer insights and data to identify trends and suggest enhancements.

• Create help center articles, FAQs, and customer communications.

• Develop processes, enhance internal tools, and assist in scaling Mercury's support and operations infrastructure.

• Support compliance and other customer-facing tasks as required.

• Acquire in-depth knowledge of mutual funds, equity trading, and Treasury/Invest products.

• Take ownership of your metrics (CSAT, WSPPH, One Touch %, QA) and utilize them to foster continuous improvement.

• Contribute to internal knowledge repositories, training materials, and team-driven process enhancements.

⛳️ Requirements

• Active Series 7 + S63 or S65; (Series 99 is advantageous).

• Over 3 years of experience in a Fintech customer experience/support role or in a similarly complex, regulated setting.

• In-depth understanding of treasury, mutual funds, and equity trading products.

• Proficiency with CRM and support tools (experience with Zendesk is a plus).

• A data-driven mindset, utilizing insights to discern trends and inform decisions.

• Excellent written and verbal communication skills, catering to both technical and non-technical audiences.

• Ability to excel in uncertain situations and adapt swiftly in a dynamic environment.

• A proactive, ownership-driven attitude; you take initiative without needing to be prompted.

🏝️ Benefits

• Competitive base salary.

• Equity options (stock options/RSUs).