Customer Support Incident Responder, Mercury
$87.7-109.6k
+ Stock options. Salary varies depending on location
Banking services for startups and small businesses
Be an early applicant
Banking services for startups and small businesses
1001+ employees
Be an early applicant
$87.7-109.6k
+ Stock options. Salary varies depending on location
1001+ employees
Company mission
To make scaling tech companies simpler with a personalized banking stack for startups, and power the next generation of companies that will shape the American industry.
Role
Who you are
- Customer-facing experience is required, as you’ll also communicate directly with customers during many incidents
- 4+ years in a Customer Support or comparable customer-facing role required
- Experience with CRM systems, such as Salesforce or comparable platforms required; familiarity with Zendesk is preferred
- Calm Under Pressure: You remain composed and decisive in high-pressure, ambiguous situations. You navigate incidents with adaptability and guide others with clarity and confidence
- Passionate About Customer Experience: You lead with empathy when interacting with customers, and always champion their experience in times of crisis. You translate complex technical issues into clear, human terms
- Collaborative Cross-Functional Partner: You have a history of building strong partnerships across different teams with shared ownership and transparency, contributing to a culture where everyone feels supported and informed
- Data-Informed & Operationally Minded: You use data (like ticket trends, alert volume, and CSAT) to identify root causes and drive process improvement, with an eye for structure and follow-through
- SQL experience is a plus
- Solutions-Oriented Owner: You take end-to-end ownership, applying sound judgment and bias to action in moments of uncertainty to move incidents toward resolution
- Bold & Winsome: You confidently advocate for customers and teammates, balancing assertiveness with respect and empathy. You are comfortable being the sole voice representing your perspective in a room and building your case as to why
- Phenomenal Written & Verbal Communicator: You communicate with precision and warmth, tailoring messages to customers, agents, and various internal stakeholders alike
- A Product Expert: You continuously deepen your understanding of Mercury’s products, systems, and processes to respond effectively during crises
What the job involves
- As an Incident Responder at Mercury, you’ll sit at the center of our most critical moments, leading with calm, clarity, and care when things break
- This role is not only about being able to go deep with technical rigor, but also about being a facilitator and translator who works together with teams like engineering, legal, and marketing to ensure our customers are covered during incidents
- You’ll be a trusted voice advocating for both customers and internal teams, ensuring clear communication, thoughtful solutions, and swift action
- You’ll need to understand how our products and internal teams work in detail
- Banking* has a lot of moving pieces, so this is harder than it might seem
- Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it
- Monitor and assess alerts, support channels, and triage reports to identify emerging issues
- Partner with the Customer Support On-Call team and Engineering teams to confirm incidents and determine severity
- Maintain deep product knowledge to quickly recognize when something is truly off and bring the right people together to resolve it
- Act as the Customer Support DRI (Directly Responsible Individual) during high-severity incidents
- Lead real-time coordination of the customer support response during incidents: creating bridges, facilitating alignment, and ensuring customer experience is prioritized
- Draft, review, and publish internal and external communications that balance clarity, accuracy, and empathy
- Provide real-time updates and guidance to agents managing inbound customer contacts
- Ensure Zendesk macros, internal pages, and status updates reflect current information
- Represent the voice of the customer in incident command meetings
- Translate technical updates into plain-language messages for customers and customer support teams
- Ensure Mercury communicates with transparency and empathy when things go wrong
- Communicate directly with customers impacted by an incident, supporting their case and taking ownership of the resolution
- Partner with the Incident Response Manager to document customer impact and outcomes for each incident
- Attend retrospectives to represent the customer and customer support perspectives
- Analyze incident patterns and recommend process, tooling, or communication improvements
- Conduct mini-retros with internal partners to improve operational readiness
Our take
Frustrated by the archaic, fee-laden banking services offered to entrepreneurs, the founders of Mercury set out to create a better solution. They envisioned a platform that was dynamic, tech-driven, and free from unnecessary fees.
Mercury delivers on this vision by automating business payment processes, offering FDIC-insured accounts, and providing full API access, empowering entrepreneurs with greater control and efficiency. This approach stands in stark contrast to traditional startup banking, which often burdens young businesses with high fees and limited functionality.
By prioritizing user experience and offering a free service tier, Mercury has attracted over 200,000 businesses and achieved a $3.5B valuation as of 2025. As a rising unicorn in the stagnant world of startup banking, mercury is backed by substantial funding and poised for continued growth, constantly adding new features and expanding its team to further disrupt the industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2025
$300m
SERIES C
Jul 2021
$120m
SERIES B
Total funding: $450.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Annual $1K learning & development budget
- Paid 6-week sabbatical after the 5-year mark
- Weekly $100 food budget
- Monthly $100 wellness budget
- Monthly $50 cellphone reimbursement
- Pet-friendly offices with free tea and beverages, plus lunch and snacks
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401K/RRSP)
- Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(Co-Founder & COO)Jason graduated from Stanford University with a Bachelor of Science in Biology before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(Co-Founder & CEO)Immad graduated from the University of Cambridge with a Masters in Computer Science. He then worked as a Software Developer at Aquila and Bloomberg. He also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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