We're seeking a CX Tooling Specialist to join our Site Operations team, ensuring seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling.
\nAs a CX Tooling Specialist, you'll sit at the intersection of CX Operations, IT, Security, and Engineering, administering key platforms, driving intake and incident workflows, and maintaining audit/compliance rigor that keeps our tools secure and our teams productive.
\nKey responsibilities include:
\nIntake & triage: owning intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; Implement agentic workflows: implementing end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues; Tooling administration: administering and supporting CX tooling and adjacent applications, such as Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics; User lifecycle & Okta hygiene: executing BPO and internal lifecycle operations, maintaining source-of-truth rosters and access records, and ensuring changes are auditable; Audits & remediation: running recurring user/access audits across Site Ops-administered tools, documenting findings, and closing the loop with stakeholders and Security; Vendor escalations & incident support: coordinating vendor escalations end-to-end, capturing context, performing initial troubleshooting, opening/tracking external tickets, and implementing fixes or workarounds with partners; Cross-functional change coordination: partnering with Engineering, IT, and Security on configuration changes, release gating, and change validation; Documentation & enablement: creating and maintaining high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; Operational health & telemetry: monitoring operational health signals across owned tools, proactively addressing reliability, access, and performance issues affecting agents or customers, and escalating via defined incident paths.
\nWe're looking for someone with hands-on experience administering CX platforms, supporting production-grade support environments, and proficiency with operational intake and tracking in Jira. Experience with AWS Connect or similar cloud contact center platforms, building/implementing agentic workflows, and familiarity with learning and workforce platforms used in support orgs are preferred.
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\nMercury is actively becoming a bank. The controls you design, the procedures you write, and the evidence you build will be reviewed by regulators as part of that process. This is not process improvement at an established lender. It is foundational infrastructure for a new institution, and the commercial lending operation Mercury runs will reflect what you design.
\nAs a Senior Credit Operations Analyst - Loan Operations, you will own loan booking, quality control, disbursements, payoffs, lien tracking, and reconciliation, establishing single-point ownership over activities currently distributed across multiple teams. You will design and implement a formal quality control function between underwriting approval and loan booking, establishing a control layer that scales with Mercury's credit products and regulatory obligations. You will build scalable, bank-grade workflows for each stage of the loan servicing lifecycle. You will design operational infrastructure for Standby Letters of Credit, including collateral controls, contingent liability tracking, and release procedures. You will translate operational requirements into system specifications, test plans, and user acceptance criteria in partnership with development teams. You will establish procedural documentation, SLAs, and control frameworks that hold up to regulatory examination. You will build and maintain loan tapes and operational reporting across the portfolio. You will contribute to standing up the broader credit program ahead of bank launch, including operational standards, procedures, controls, and exam-readiness documentation.
\nIdeal candidates will have 5+ years of experience across banking, fintech, or private credit operations. An inclusive 2+ years of experience in credit operations or loan servicing is preferred. Comfortable building in ambiguity and operating in a 0-to-1 environment. Strong written communication: the documentation you produce will be reviewed by bank regulators. It must be precise, defensible, and clear enough that an operator can follow it and an examiner can evaluate it. Experience owning core servicing workflows: booking, disbursements, payoffs, collateral management, or reconciliation. Experience translating operational requirements into system specifications or partnering with product and engineering teams on system design. Prior experience working in full-cycle credit management (origination, portfolio management, workout, etc.) is a plus. SQL and data skills are useful but not required.
\nThe 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.
\nOur target new hire base salary ranges for this role are the following:
\nUS employees in New York City, Seattle, Los Angeles or San Francisco: $132,400 - $165,500
\nUS employees outside of New York City, Seattle, Los Angeles or San Francisco: $119,200 - $149,000
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\nIn this role, you are responsible for ensuring operational excellence by assisting with the execution of transactions in a timely and risk-conscious manner. You will become familiar with the operational flows of our institutional clients and help ensure their needs are met, serving as an internal advocate in partnership with Client Experience and other teams.
\nYou will assist with the daily operational activities of stablecoin issuance and redemption, ensuring all processes are followed accurately. You will conduct stablecoin operations across mint/redeem workflows, internal controls, fiat on/off ramp processes. You will support the use and configuration of internal systems and third-party tools for secure and efficient operations.
\nKey responsibilities include generating daily operational reports and tracking key metrics, collaborating with stakeholders and internal teams to ensure smooth and efficient processes, and consistently executing operations, updating procedures, and acting in a timely and risk-conscious manner.
\nYou will work closely with your teammates in ensuring processes and procedures are developed and continuously refined.
\nTechnical skills required include maintaining a basic understanding of financial systems and processes, knowledge of specific stablecoin protocols and blockchain networks (e.g., Ethereum, USDtb, USDG), and the ability to navigate and learn various systems and tools.
\nThe ideal candidate will have 3+ years of professional working experience in financial operations, treasury operations or crypto payment processing, and a keen ability to adapt and learn quickly as business strategies evolve and new products are introduced.
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\nWhat you'll do
\nWhat you need
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