Top Tech Jobs & Startup Jobs

Provide expert, empathetic customer support for Treasury and investment products via chat and email; resolve escalations, educate users, identify systemic issues, partner with product/engineering, draft help content, and help scale support processes while owning CS metrics.

Lead and coach a team of Partner Operations Specialists to build scalable operational frameworks, documentation, tooling, and cross-functional processes that enable Mercurys banking and product partnerships to launch and scale safely and efficiently.

Lead product marketing for Cards and Spend Management: define positioning, GTM strategy, launches, lifecycle, and measurement. Conduct customer and competitive research, collaborate cross-functionally with Product, Design, Engineering, Sales, and Marketing, enable sales, and drive adoption and revenue growth.

Own Mercury's internal knowledge infrastructure: design taxonomies, schemas, validations, and automations that keep company knowledge accurate, discoverable, and actionable for people and AI. Partner with Engineering to enable leadership reporting, planning dashboards, and AI agents; drive adoption and continuous improvement across cross-functional teams.

Lead end-to-end activation efforts to convert new signups into engaged customers. Define roadmap, lifecycle strategies, experiments, and in-product experiences to drive first deposits, payments, card creation, and long-term value realization across segments and surfaces.

Own and grow Mercury's lending partner portfolio, manage partner selection, due diligence, onboarding, and contract negotiations. Serve as primary partner contact and translate technical, regulatory, and operational partner requirements into actionable internal plans across product, engineering, compliance, legal, operations, and exec teams to support scalable, compliant lending infrastructure.

Design, build, and ship LLM-powered Command capabilities and agentic workflows end-to-end. Own prompt architecture, model tuning, tool schemas, streaming front-end behavior, and reliability. Build eval harnesses, define testing metrics with product and compliance, and monitor post-launch quality. Mentor engineers and scale production LLM systems for performance, cost, and compliance.

Lead cross-functional operational readiness for Customer Support: plan launches, track dependencies, coordinate enablement and communications, improve intake and rollout processes, monitor post-launch outcomes, and iterate on tooling, documentation, and readiness rhythms to ensure smooth adoption and reduced support impact.

Lead Customer Support's bank-charter remediation and long-term controls/governance programs. Translate regulatory expectations into scalable workflows, policies, controls, and evidence; own partner bank governance, KPI monitoring, SLA oversight, and audit readiness. Evaluate partner agreements, establish operating rhythms for documentation and issue tracking, and partner with Product and Engineering to implement scalable tooling. Drive cross-functional decisions, monitor control effectiveness, and continuously remediate gaps to ensure regulatory readiness and operational scale.

Lead QA for customer support by reviewing interactions for compliance and quality, generating AI-assisted insights, identifying root causes and trends, and translating findings into coaching and cross-functional improvements to evolve Mercury's insights-driven quality model.