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Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. As Mercury transitions toward becoming a bank, the company is building operational foundations to support that evolution responsibly.
You will lead Customer Support's bank charter remediation program and own the long-term controls and governance framework that enables Customer Support to scale into a bank-grade operation while maintaining speed, quality, and customer empathy. Your first mission is preparing the organization for bank charter examinations in early 2027. Beyond that initial regulatory milestone, you'll evolve into owning the sustainable controls and governance program that ensures Customer Support continues meeting banking expectations as Mercury's products, partnerships, and support organization grow.
Key responsibilities include:
- Leading Customer Support's bank charter remediation program, driving execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support teams
- Translating regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures
- Building and operationalizing governance mechanisms that ensure ongoing compliance with banking expectations
- Owning partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews
- Evaluating new partner bank agreements to ensure Customer Support can operationalize new service requirements, reporting obligations, controls, and support processes before launch
- Establishing sustainable operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring
- Identifying opportunities where operational controls can be strengthened through systems or tooling, partnering with Engineering and Product teams
- Driving cross-functional decisions across teams with competing priorities, bringing clarity and momentum to complex regulatory initiatives
- Monitoring control effectiveness, proactively identifying emerging risks and control gaps
You'll operate at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering. The role requires deep expertise development, strong operational judgment, and the ability to influence senior stakeholders without formal authority.
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
