Customer Trust Strategist

"The law is not a series of calculating machines where answers come tumbling out when the right levers are pushed." - Justice William O. Douglas

In the interplay of Mercury's Customer Support and Legal realms, we're seeking a Customer Trust Strategist focusing on our Legal Support team who embodies Justice Douglas's insight - someone who understands that navigating legal matters requires more thought and craft than just following a rulebook. Like a skilled translator fluent in multiple languages, you'll bridge the gap between our Support team's practical needs and the nuanced world of legal expertise.

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.

Key Responsibilities:

• 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.

Requirements:

• 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.

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $106,200 - $132,800 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $95,600 - $119,500 USD
• Canadian employees (any location): CAD 100,400 - 125,500

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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