Customer Trust Strategist - Legal Support

"The law is not a series of calculating machines where answers come tumbling out when the right levers are pushed." - Justice William O. Douglas

In the interplay of Mercury's Customer Support and Legal realms, we're seeking a Customer Trust Strategist focusing on our Legal Support team who embodies Justice Douglas's insight - someone who understands that navigating legal matters requires more thought and craft than just following a rulebook. Like a skilled translator fluent in multiple languages, you'll bridge the gap between our Support team's practical needs and the nuanced world of legal expertise.

As our Customer Trust Strategist , you'll be the crucial link in a chain that connects customer-facing realities with legal necessities. Your role isn't about practicing law, but about facilitating its application in real-world scenarios. This new function will centralize a number of work streams currently handled by various teams to service customer accounts after onboarding on complex issues. You'll be part interpreter, part navigator, part coach, and part problem-solver. You’ll be responsible for setting up processes in consultation with our Legal and Support teams on nuanced and complex legal concepts to translate them into actionable guidance for our Support team. Whether it's working with the Customer Support team to better enable and action complex customer requests or helping to streamline the escalation process for legal issues, you'll be the go-to person who keeps the gears of both departments rotating smoothly together.

In this position, you'll channel Justice Douglas's wisdom by recognizing that while processes and guidelines are essential, it's your ability to understand context, ask the right questions, and foster collaboration that will truly elevate our Legal Support function. You won't be pushing levers on a calculating machine, but rather orchestrating a symphony of communication between teams, ensuring that legal considerations harmonize with customer service excellence.

Key Responsibilities:

• Build and continually refine the relationship and workflows between Customer Support and Legal (as well as teams like Compliance), transforming complex legal and regulatory concepts into actionable support strategies that optimize for customer and agent experience.
• Oversee and own the resolution of escalated or otherwise high-stakes customer cases with legal implications, applying nuanced judgment to navigate intricate scenarios.
• Cultivate expertise within the Support team by developing training programs and mentoring Legal subject matter experts SMEs.
• Proactively drive strategic decisions and ensure seamless communication of critical updates to …