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Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.
As an Incident Responder at Mercury, you’ll sit at the center of our most critical moments, leading with calm, clarity, and care when things break. This role is not only about being able to go deep with technical rigor, but also about being a facilitator and translator who works together with teams like engineering, legal, and marketing to ensure our customers are covered during incidents. Customer-facing experience is required, as you’ll also communicate directly with customers during many incidents. You’ll be a trusted voice advocating for both customers and internal teams, ensuring clear communication, thoughtful solutions, and swift action. 
You’ll need to understand how our products and internal teams work in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
<h3>Here are some things you’ll do on the job:</h3>
Incident Detection & Triage
<ul>
<li>Monitor and assess alerts, support channels, and triage reports to identify emerging issues.</li>
<li>Partner with the Customer Support On-Call team and Engineering teams to confirm incidents and determine severity.</li>
<li>Maintain deep product knowledge to quickly recognize when something is truly off and bring the right people together to resolve it.</li>
</ul>
Customer Support Leadership During Incidents
<ul>
<li>Act as the Customer Support DRI (Directly Responsible Individual) during high-severity incidents.</li>
<li>Lead real-time coordination of the customer support response during incidents: creating bridges, facilitating alignment, and ensuring customer experience is prioritized.</li>
<li>Draft, review, and publish internal and external communications that balance clarity, accuracy, and empathy.</li>
<li>Provide real-time updates and guidance to agents managing inbound customer contacts.</li>
<li>Ensure Zendesk macros, internal pages, and status updates reflect current information.</li>
</ul>
Communication & Customer Advocacy
<ul>
<li>Represent the voice of the customer in incident command meetings.</li>
<li>Translate technical updates into plain-language messages for customers and customer support teams.</li>
<li>Ensure Mercury communicates with transparency and empathy when things go wrong.</li>
<li>Communicate directly with customers impacted by an incident, supporting their case and taking ownership of the resolution.</li>
</ul>
Post-Incident Analysis & Continuous Improvement
<ul>
<li>Partner with the Incident Response Manager to document customer impact and outcomes for each incident.</li>
<li>Attend retrospectives to represent the customer and customer support perspectives.</li>
<li>Analyze incident patterns and recommend process, tooling, or communication improvements.</li>
<li>Conduct mini-retros with internal partners to improve operational readiness.</li>
</ul>
<h3>Who you are:</h3>
<ul>
<li>4+ years in a Customer Support or comparable customer-facing role required</li>
<li>Experience with CRM systems, such as Salesforce or comparable platforms required; familiarity with Zendesk is preferred.</li>
<li>
Calm Under Pressure: You remain composed and decisive in high-pressure, ambiguous situations. You navigate incidents with adaptability and guide others with clarity and confidence. Passionate About Customer Experience: You lead with empathy when interacting with customers, and always champion their experience in times of crisis. You translate complex technical issues into clear, human terms.</li>
<li>
Collaborative Cross-Functional Partner: You have a history of building strong partnerships across different teams with shared ownership and transparency, contributing to a culture where everyone feels supported and informed.</li>
<li>
Data-Informed & Operationally Minded: You use data (like ticket trends, alert volume, and CSAT) to identify root causes and drive process improvement, with an eye for structure and follow-through. <ul><li>SQL experience is a plus.</li></ul>
</li>
<li>
Solutions-Oriented Owner: You take end-to-end ownership, applying sound judgment and bias to action in moments of uncertainty to move incidents toward resolution.</li>
<li>
Bold & Winsome: You confidently advocate for customers and teammates, balancing assertiveness with respect and empathy. You are comfortable being the sole voice representing your perspective in a room and building your case as to why.</li>
<li>
Phenomenal Written & Verbal Communicator: You communicate with precision and warmth, tailoring messages to customers, agents, and various internal stakeholders alike.</li>
<li>
A Product Expert: You continuously deepen your understanding of Mercury’s products, systems, and processes to respond effectively during crises.</li>
</ul>
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. 
<h3>Our target new hire base salary ranges for this role are the following:</h3>
<ul>
<li>US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $97,400 - $109,600 USD</li>
<li>US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $87,700- $98,600 USD</li>
</ul>
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 <a href="https://getcovey.com/product/covey-scout-inbound" rel="noopener noreferrer nofollow">Covey Scout for Inbound</a> on January 22, 2024. Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144" rel="noopener noreferrer nofollow">here</a>.

Customer Support Incident Responder at Mercury


Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and...

Customer Support Incident Responder

Soaring high above the Gardon River, the Pont du Gard is a masterpiece of ancient Roman engineering, blending monumental scale with remarkable precision. Constructed in the 1st century CE, this aqueduct carried water over 30 miles to the Roman colony of Nemausus (modern-day Nîmes, France).
Built almost entirely without mortar, the Pont du Gard relied on meticulously cut limestone blocks, some weighing up to six tons, fitted so precisely that the structure has endured for nearly two thousand years. Its average gradient of 1 in 3,000 (about 0.03%) allowed water to flow steadily and efficiently across the vast distance, a testament to the Romans’ deep understanding of water management and infrastructure design.
Just as the Pont du Gard exemplifies ingenuity and precision, at Mercury, we draw inspiration from such timeless innovations. Our Risk engineers create systems that are not only seamless and reliable but also built to last.
As a Software Engineer (IC2) in Risk Engineering, you’ll contribute features across the stack that make our investigators’ execution faster, decisions clearer, and operations smoother. You’ll collaborate closely with design, product, and risk operations, and you’ll grow your impact by owning well‑scoped tasks end‑to‑end.
The skills we’re looking for are:
<ul>
<li>
Ownership and follow‑through: Pick up well‑scoped tasks, ask good questions, and land changes that stick. Take pride in tidy PRs and incremental delivery.</li>
<li>
Full‑stack development: Implement UI components and flows, build or refine backend APIs and data models, and keep a close eye on reliability and performance.</li>
<li>
Technical design and documentation: Contribute to design docs, write clear RFCs when needed, and add the right tests and metrics to make changes safe.</li>
<li>
Cross‑team collaboration: Partner with other engineers, product, design, and risk operations to deliver thoughtful and impactful solutions.</li>
</ul>
The ideal candidate for this role:
<ul>
<li>Has 2–5 years of practical experience building product features across backend and frontend.</li>
<li>Is experienced with, or excited to learn, our frontend stack: React, TypeScript, Redux.</li>
<li>Is experienced with, or excited to learn, our backend stack: Haskell, Yesod, Persistent, Postgres. Prior Haskell is not required—curiosity and sound engineering are.</li>
<li>Communicates clearly, balances tradeoffs thoughtfully, and cares about tests, observability, and readable code.</li>
</ul>
If this role interests you, we invite you to explore our public demo at <a href="https://demo.mercury.com/" rel="noopener noreferrer nofollow">demo.mercury.com</a>. 
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:
<ul>
<li>US employees (any location): $149,600 - $176,000</li>
<li>Canadian employees (any location): CAD $136,100 - $160,200</li>
</ul>
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
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 <a href="https://getcovey.com/product/covey-scout-inbound" rel="noopener noreferrer nofollow">Covey Scout for Inbound </a>on January 22, 2024.

Software Engineer - Risk at Mercury


Soaring high above the Gardon River, the Pont du Gard is a masterpiece of ancient Roman engineering, blending monumental scale with remarkable...

Software Engineer - Risk

The Stories team is a small but mighty facet of Mercury’s Brand team that works on all flavors of storytelling — from content marketing to editorial, social, live programming, email, and beyond. We’re blog builders, magazine makers, newsletter strategists, social media managers, video producers, and creative thinkers who work in very close partnership with Design, Copy, Growth Marketing, Product Marketing, Comms, Community, and others across the company. 
We’re looking for an Insights Editor — equal parts researcher, analyst, and bold editorial thinker — to come build our muscle for data-driven storytelling. In this role, you’ll concept and create exemplary, deeply resonant, and expressive content with data at its core. You’ll expand the world of data stories at Mercury, developing resources, processes, and relationships that turn those stories possibilities and those possibilities into leverage. And you’ll act as a steward and face of the content you create, helping internal teams understand the stories in the numbers around them, and ensuring our external audiences and communities derive real value from them, too. This is an individual contributor position.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
If you are…
<ul>
<li>An analytical thinker and writer who can balance strong subject matter acumen and creative flair…</li>
<li>Adept at breaking down complex concepts clearly and finding the most luminous details and sparkling clarity in the numbers…</li>
<li>Deeply curious and audience focused, forever in pursuit of how to express, examine, and share interesting throughlines in ways that they will understand and relate to…</li>
<li>Comfortable engaging in relevant public conversations... </li>
</ul>
…Then this might just pique your interest. Read on.
In this role, you will:
<ul>
<li>Strategize and craft compelling, dynamic data-driven research, reports, articles, thought leadership, educational materials, and other data-driven stories across formats.</li>
<li>Publish a regular stream of data-driven content, and contribute data story points to content across Marketing and Communications. </li>
<li>Proactively identify and action opportunities for data storytelling to deliver the next level of intrigue, value, and/or differentiation to our content programs. </li>
<li>Develop and engage in data-focused content partnerships inside and outside Mercury.</li>
<li>Unlock systems, processes, and workflows that enable more Mercury marketers to engage with the data you use, explore, and illuminate.</li>
<li>As needed, act as a public face for Mercury’s data-driven thought leadership.</li>
</ul>
You have:
<ul>
<li>Very well-honed research, data analysis, and writing skills.</li>
<li>At least 7 years of experience telling stories with data.</li>
<li>Deep knowledge of finance, fintech, banking, and/or economics, along with strong awareness of/interest in the founder landscape (think startups, entrepreneurship, whether bootstrapped or VC-backed, mom-and-pop or Silicon Valley, etc.).</li>
<li>Prior publications or a portfolio that demonstrates your ability to tell interesting stories effectively with data.</li>
<li>Excitement around the visual elements of data storytelling, and experience collaborating with designers or agencies to bring data to life visually</li>
<li>Foundational SQL (or similar) skills — you can make simple queries independently and collaborate confidently with data scientists.</li>
<li>Comfort working in a remote-first, distributed environment, using tools like Google suite, Asana, and Slack to make async communication seamless.</li>
</ul>
Nice to have:
<ul>
<li>An existing newsletter, podcast, or well-established social media following on relevant topics or research.</li>
<li>Familiarity with the compliance rigor of working on content in a highly regulated industry.</li>
</ul>
To apply, please complete your application, and submit a cover letter along with your portfolio, website, or other samples of your work. Give us an idea of how you show up and tell data-driven stories in the world. We will not consider applications without a cover letter and work samples. 
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:
<ul>
<li>US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $153,800-$192,300</li>
<li>US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,500-$173,100</li>
</ul>
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 <a href="https://getcovey.com/product/covey-scout-inbound" rel="noopener noreferrer nofollow">Covey Scout for Inbound </a>on January 22, 2024. Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144" rel="noopener noreferrer nofollow">here</a>.

Insights Editor at Mercury


The Stories team is a small but mighty facet of Mercury’s Brand team that works on all flavors of storytelling — from content marketing to editorial,...

Insights Editor

About the Company

&lt;p&gt;Mercury provides a variety of financial services including business checking and savings accounts, personal banking, credit cards, expense management, and more.&lt;/p&gt;

Find out more about Mercury including an overview, stats, history and other Financial Technology competitors.

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