Customer Trust Strategist, Mercury
Legal Support
$101.6-119.5k
Canadian employees (any location): CAD 102,700 - 113,000, The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Banking services for startups
Open for applications
Banking services for startups
501-1000 employees
Open for applications
$101.6-119.5k
Canadian employees (any location): CAD 102,700 - 113,000, The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
501-1000 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
- 3-5 years of experience in legal support, legal operations, or a related field, preferably in fintech or banking
- Demonstrated knowledge of legal processes and terminology, with paralegal experience or certification a strong plus
- Ideally, experience reviewing and processing legal documents like liens, levies, garnishments, corporate documentation, board consents, court orders, and others
- Proven track record of successfully managing complex customer facing interactions that involve both customer service and legal considerations
- Exceptional communication skills, with the ability to translate legal jargon into clear, actionable guidance for non-legal teams
- Strong analytical and problem-solving abilities, with a talent for finding innovative solutions to unique challenges
- Experience in process improvement and documentation, with a keen eye for optimizing workflows and enhancing efficiency
- Adaptability and a growth mindset, thriving in a fast-paced environment where priorities can shift quickly
What the job involves
- As our Customer Trust Strategist , you'll be the crucial link in a chain that connects customer-facing realities with legal necessities
- Your role isn't about practicing law, but about facilitating its application in real-world scenarios
- This new function will centralize a number of work streams currently handled by various teams to service customer accounts after onboarding on complex issues
- You'll be part interpreter, part navigator, part coach, and part problem-solver
- You’ll be responsible for setting up processes in consultation with our Legal and Support teams on nuanced and complex legal concepts to translate them into actionable guidance for our Support team
- Whether it's working with the Customer Support team to better enable and action complex customer requests or helping to streamline the escalation process for legal issues, you'll be the go-to person who keeps the gears of both departments rotating smoothly together
- In this position, you'll channel Justice Douglas's wisdom by recognizing that while processes and guidelines are essential, it's your ability to understand context, ask the right questions, and foster collaboration that will truly elevate our Legal Support function. You won't be pushing levers on a calculating machine, but rather orchestrating a symphony of communication between teams, ensuring that legal considerations harmonize with customer service excellence
- Build and continually refine the relationship and workflows between Customer Support and Legal (as well as teams like Compliance), transforming complex legal and regulatory concepts into actionable support strategies that optimize for customer and agent experience
- Oversee and own the resolution of escalated or otherwise high-stakes customer cases with legal implications, applying nuanced judgment to navigate intricate scenarios
- Cultivate expertise within the Support team by developing training programs and mentoring Legal subject matter experts SMEs
- Proactively drive strategic decisions and ensure seamless communication of critical updates to how we handle legally nuanced processes across teams
- Oversee and optimize processes for subpoenas, tax levies/garnishments, and liens, balancing compliance with operational efficiency
- Champion continuous improvement, regularly auditing processes and implementing data-driven enhancements to react to learnings and changes as well as staying ahead of industry and compliance shifts
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 100,000 businesses and achieved a $1B valuation in 2021. As a rising unicorn in the stagnant world of startup banking, mercury is 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)
- Retirement matching up to 4% of base salary (401k/RRSP)
- Paid 6-week sabbatical after the 5-year mark
- Annual $1K USD learning & development budget
- Unlimited book budget
- Weekly $100 USD food budget
- Monthly $100 USD wellness budget
- Monthly $50 USD cellphone reimbursement
- Pet-friendly offices with free tea & lunch
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(COO)Studied Biology at Stanford before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(CEO)Graduated from the University of Cambridge, then worked as a Software Developer at Aquila and Bloomberg. Also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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