You'll sit at the intersection of customer experience, automation quality, and operational efficiency, partnering closely with Customer Support Strategy and Ops, Engineering, Product and external vendors to ensure the bot delivers a high-quality, safe, and trustworthy experience at scale.

Along with the bot-focused work, you will be instrumental in defining the AI strategy within the CS org, creating best practices and supporting peers across CS in investigating AI solutions to maximise efficiency within the team.

Key Responsibilities:

• Partner with CS and Product leadership to define the strategy and roadmap for our chatbot and email AI agents to contribute to company OKRs
• Architect and optimize AI agent workflows and procedures: Design simple, reliable conversation workflows and automations so our chatbot asks the right questions, clarifies common customer needs, and responds with accurate information, appropriately escalating to live support when needed.
• Quality reviews, analytics and bot coaching: Conduct regular reviews of bot conversations and high-level report analysis to identify trends, areas of opportunity and potential risk within the chatbot.
• Cross-collaboration to improve resolution rate and quality: Work with partners in Engineering, Product and CS Strategy and Ops to maximise the types of interactions the chatbot can support and resolve - connecting new data sources or systems on the backend to give the bot greater scope, implementing new workflows that use this data to solve new customers requests without live support intervention.
• Optimise the AI Agent experience across all channels: Expand upon the types of interactions and experiences that qualify for the email AI agent and other asynchronous channels.
• Compliance and security: Ensure Mercury's high standards for security and compliance are woven into the foundations of our AI-assisted CS strategy
• AI vendor relationship owner: Own the relationship with AI vendors for CS solutions, including Intercom. Raising issues, requesting fixes, staying on top of product releases and coordinating changes that impact CS operations
• Scoping of internal agent co-pilot: Drive efforts to assess and implement agent assist AI tools to maximise agent efficiency
• Evaluation of AI tooling for CS partners: Support other teams, such as Learning and Development and QA in evaluating how other tools' AI offerings can increase efficiency across CS.

What You Bring to the Table:

• 1–3 years of experience in configuration of customer-facing AI agent/chatbot (e.g., Fin by Intercom, Ada, Zendesk AI)
• 5+ years of experience in customer support backend operations or CS systems administration
• Systems thinker and problem solver, with experience in testing new solutions and change management for CS teams
• Strong technical acumen, with the ability to understand and communicate technical concepts to both technical and non-technical audiences
• Analytical thinking: ability to interpret data quickly and translate it into actionable decisions
• Cross-collaboration: works effectively with cross-functional partners across Engineering, Product, Compliance, Core Customer Support
• Stakeholder communication: delivers clear, concise updates to stakeholders at all levels
• Adaptability and a growth mindset, thriving in a fast-paced, ever-evolving environment
• Proven ability to work cross-functionally, particularly with technical teams like Engineering, Product, and Security
• An interest in software development or engineering, enabling deeper technical conversations with our engineering teams
• Experience with core customer support platforms such as Zendesk, Guru, MaestroQA/Rippit
• Proficiency in SQL and familiarity with navigating data tables
• Experience supporting remote or distributed workforce models

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: $143,400 - $168,700 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $129,100 - $151,800 USD
• Canadian employees (any location): CAD $130,500 - $153,500

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As a vital member of the Compliance team, you will have the opportunity to support the design, implementation, and optimization of compliance programs across all applicable Anchorage Digital legal entities.

You will work closely with various compliance functions, particularly Financial Crimes Compliance, to drive efficiency and effectiveness within the program.

Your expertise will be critical in transforming raw data into actionable insights, driving process improvements, and leveraging technology to enhance our overall compliance posture.

This role is ideal for a proactive and 'young and hungry' technologist who thrives on solving complex problems in a dynamic regulatory environment.

You'll gain deep exposure to diverse compliance domains and have the chance to apply your data expertise to strengthen Anchorage Digital's global compliance function through analytics, automation, and the strategic use of AI tools.

It is important that you are well-organized, have a strong analytical background, can effectively manage competing priorities, and can adapt to rapid change in a fast-paced environment.

If you thrive under uncertainty and are motivated to excel in a dynamic environment with competing priorities, this role is designed for you.

Anchorage Digital values individuals who are proactive, detail-oriented, and innovative.

Technical Skills:

• Expert in Compliance-related data tables and models, understanding the nuances of the data, the underlying codes, and the limitations of the models.

• Work with stakeholders to drive the automation of key compliance processes and workflows using internal tools, such as Know-Your-Customer, sanctions screening, suspicious activity identification and reporting to improve efficiency and reduce manual effort.

• Experience experimenting with and deploying AI solutions.

Complexity and Impact of Work:

• Support the development and enhancement of BSA/AML models, including transaction monitoring, sanctions screening, customer risk rating, blockchain analytics, and other relevant BSA/AML tools.

• Contribute to process improvements and best practices for the FCC Analytics team, including code review, testing frameworks, project management, and documentation.

• Conduct ad hoc analyses and respond to time-sensitive data requests from auditors, regulators, or other Compliance teams with accuracy and speed.

Organizational Knowledge:

• Develop deep understanding of Anchorage Digital's business model across custody, staking, stablecoins, and trading, and how data flows through these domains and the compliance models.

• Coordinate with cross-functional teams (Product, Engineering, etc.) to implement and improve tools and processes within the broader Compliance department.

• Understand how the Compliance and FCC team fits within the broader organizational structure, align work with team and company priorities.

Communication and Influence:

• Manage competing priorities across strategic projects and urgent ad-hoc requests; ask clarifying questions to scope ambiguous requests and push back constructively when requirements are unclear, proposing alternative approaches.

• Present findings and data insights with appropriate context, visual aids, and tailored communication style

You may be a fit for this role if you have:

• Experience: 2–3 years of experience in a data analytics or data science role, with a strong understanding of blockchain, cryptocurrency, and the financial services industry.

• Technical Proficiency: Demonstrated ability to operate autonomously to manage multiple competing priorities.

• Automation & AI Aptitude: Experience with or a strong interest in automation principles, leveraging existing AI tools, and exploring new AI tools (such as AI Agents) to enhance productivity.

• Technologist Mindset: While not necessarily an engineer, a strong understanding of how systems, data flows, and technologies interact is essential.

• Eagerness to learn and apply new technologies.

Although not a requirement, bonus points if:

• Prior experience in the financial service industry, crypto industry, start-up, or a fast-paced, evolving environment where you've worn multiple hats and adapted quickly;

• General understanding of regulatory compliance, financial crimes, and risk management.

• Experience with data transformation tools like dbt or similar; familiarity with version control (Git) and software engineering best practices for analytics

• Python or other scripting languages for data analysis, automation, or data pipeline work

• Excellent communication skills with experience presenting technical findings to both technical and non-technical stakeholders

• Proven ability to manage competing priorities and deliver accurate results under tight deadlines, especially for compliance or audit-related requests

• Detail-oriented and quality-focused with a commitment to data accuracy, testing, and documentation

• You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system.

Additional Information About Anchorage Digital:

Who we are

The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology.

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