Top Tech Jobs & Startup Jobs

Provide empathetic customer support through chat, email, and phone; process account requests, disputes, payments, and card shipments; educate users; identify systemic issues; collaborate with engineering and banking partners; write help content; improve support tools and processes; and help develop Mercury’s customer support and operations infrastructure.

Leads cross-functional engineering projects for investment products, architecting and scaling brokerage trading and custody systems. Collaborates with product, operations, and compliance teams to deliver compliant features supporting Treasury, Invest, and internal investment operations. Provides technical leadership, makes architectural decisions, and builds reliable systems managing significant customer assets.

Own the vision, strategy, and roadmap for Mercury’s reconciliation platform. Partner with Engineering, Finance, Accounting, Operations, and Product teams to automate workflows, strengthen financial controls, improve auditability, detect and resolve discrepancies, and scale unified reconciliation tools. Drive ambiguous initiatives from definition through delivery while balancing immediate operational needs with durable platform solutions and making informed technical and product tradeoffs.

Investigate and support ongoing KYC due diligence, risk controls, and regulatory compliance. Lead operational process development, standardize KYC workflows, support complex refresh cases, and improve efficiency through automation and auto-clearing logic. Partner with Compliance, BSA, Product, and Risk Strategy teams, manage customer-facing queues and escalations, and maintain dashboards tracking control performance, remediation, and operational effectiveness.

Build, validate, deploy, monitor, and document machine learning models for real-time fraud detection and financial crime risk. Analyze large datasets, ensure data quality, collaborate with risk and engineering teams, and improve model deployment and observability. The role also supports model governance, production reliability, and innovative risk solutions using modern data tools and potentially generative AI.

Manage a high-volume portfolio of startup accounts, serving as their primary relationship contact and helping founders adopt Mercury’s financial products. Build stakeholder relationships, execute engagement playbooks, support retention and expansion, identify growth opportunities, investigate issues, and advocate for customer improvements through cross-functional collaboration with Sales, Partnerships, and Product.

Conduct ongoing KYC refresh and enhanced due diligence reviews for existing accounts, assess regulatory compliance, document account retention or exit decisions, identify trends to reduce review volumes, support BPO partner escalations, maintain accurate records, and escalate potential risks to management.

Build, validate, deploy, and monitor machine learning models for real-time fraud detection and financial crime risk. Ensure data quality, model reproducibility, and production reliability while collaborating with Risk Strategy, Product, and Engineering. Lead prototyping, establish best practices, and align teams across differing roadmaps. The role also supports model governance, modern data pipelines, and potential applications of LLMs and generative AI in risk and fraud detection.

Lead the product designers responsible for Mercury’s core experiences and define the company’s interaction philosophy for AI-native, conversational, adaptive, and proactive interfaces. Set a high bar for product quality, coach and develop designers, shape product strategy with Product and Engineering, and advance reusable interaction patterns with Design Systems. Stay hands-on through critique, prototyping, and collaboration while strengthening design craft and product thinking across the organization.

Leads and develops a team of growth designers across conversion, activation, and virality. Partners with Product and Engineering leadership to shape growth strategy, identify high-impact opportunities, and create customer experiences informed by experimentation, customer insight, and business results. Establishes design systems and operating practices, raises quality standards, manages ambiguity, and supports thoughtful team growth while balancing customer experience with measurable business outcomes.