Customer Trust Strategist - Legal Support

Summary

Join Mercury's Customer Support and Legal teams as a Customer Trust Strategist, bridging the gap between practical needs and legal expertise. You will be the crucial link connecting customer-facing realities with legal necessities, acting as an interpreter, navigator, coach, and problem-solver. This role centralizes various work streams, handling complex customer account issues after onboarding. You'll build and refine relationships and workflows between teams, translating complex legal concepts into actionable guidance. You will oversee high-stakes customer cases with legal implications and cultivate expertise within the Support team through training and mentoring. Proactively drive strategic decisions and ensure seamless communication of critical updates across teams.

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

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

Benefits

• 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
• 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