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Manager, KYC Onboarding - Weekend Coverage

San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

Mercury is building a banking* stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 100,000 startups and small businesses from all around the world. We're looking for an Onboarding lead to join our team as our company continues to scale for the next 100k customers and beyond. 

Our lively and quickly growing Onboarding team is responsible for getting customer accounts open. These companies will range from the latest tech startup cracking cheap space travel to a Peruvian farm growing sustainable coffee, so you’ll be exposed to a pretty wide range of characters and ideas. This makes our Onboarding team a crucial function to both the success and growth of Mercury but also in protecting Mercury from bad actors.

As a people manager on the Onboarding team, your role will consist of managing a team of specialists, including their day to day success and overall growth. You’ll also help the team scale by creating efficient processes, bringing forward creative product solutions and overseeing the execution of projects that help us achieve our goals. You’ll play a key role ensuring that the team is supported to tackle anything that comes their way and empowering them to adapt quickly in a changing environment. 

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust®; Members FDIC.

Schedule Information:

  • Required: This position requires you to be able to work on the weekends in addition to weekdays
  • This position will be full time working Saturday-Wednesday, with Thursdays and Fridays off
  • Your working schedule will be fixed - this is not a rotating shift

Here are some things you’ll do on the job:

  • Help hire and manage a team of Onboarding Specialists, including monitoring metrics, addressing questions, handling escalations, and supporting the team in navigating challenges and ambiguity that may arise 
  • Conduct regular 1:1s with team members to provide feedback, set goals, and support career development, ensuring the team operates efficiently and effectively. 
  • Serve as the first Weekend Lead, overseeing weekend Onboarding operations, managing a team of weekend specialists, and supporting the broader weekend Onboarding team. 
  • Utilize Onboarding team KPIs and to effectively manage your team and help Onboarding consistently deliver on our goals 
  • Be fluent in Onboarding processes and proactively identify efficiency gains at scale, collaborating with EPD and strategy partners to drive continuous improvement.
  • Autonomously manage projects and drive forward results, both with internal stakeholders and third party vendors 
  • Support strategic planning and team vision by contributing to bi-annual KPI discussions and preparing insights for monthly and quarterly business reviews.

You have:

  • 1+ years of people management experience

You should: 

  • Have 2+ years of experience leading queue based teams & a passion for leadership and career development 
  • Ability to work autonomously while juggling people management responsibilities and multiple projects at a given time 
  • A strong ownership mindset and high standards of excellence for personal and team performance 
  • Thrive in a fast-paced, ever-evolving environment, demonstrating adaptability, resilience, and proactive leadership 
  • Experience in Risk or a demonstrated ability and enthusiasm to quickly learn new domains 
  • Proven problem-solving skills, focused on enhancing product, team, and process efficiency. 
  • Top notch written and verbal communication skills - exhibiting a strong executive presence and ability to write with clarity and purpose 
  • Outstanding attention to detail, time management, and the ability to manage multiple projects and priorities effectively.
  • Delight in providing an exceptional customer experience 

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: $114,600 - $143,200 USD
  • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $103,100 - $128,900 USD
  • Canadian employees (any location): CAD 104,300 - 130,300

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 Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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This position requires working a fixed full-time schedule of Saturday through Wednesday, with Thursdays and Fridays off. Weekend availability is mandatory. Please note that this is a fixed schedule and is not a rotating shift.

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