Mercury

“The best founders have coaches.” Anarghya Vardhana (Vanta) says coaching isn’t just for self-improvement — it’s a tool for better communication and tougher conversations. From hiring and firing to building (or rebuilding) trust, a good coach can help founders see what’s really underneath the problem. More from Anarghya on why you should consider a coach 👇

We are doing a live recording of Founders in Arms with: Max Mullen (cofounder of Instacart) Rajat Suri (cofounder of Tribe, Lima & Lyft) and me (Immad Akhund, cofounder of @mercury). Join us on 5pm, Wed Jan 14th Capacity strictly limited at 50 so apply early if you’re interested (rsvp link in comments)

2026 is your year. If the first week back feels like a lot, this short manifestation meditation helps you pause, reset, and visualize what success looks like in the year ahead. 🧘

Another year, wrapped. 🎁 As we head into the holidays, we’re grateful for the people who make Mercury what it is — teammates across our offices, and customers building ambitious things with us. If you’re thinking about what’s next in the new year, we’re growing and would love to meet people who want to build alongside us. See our open roles: https://mercury.com/jobs Happy holidays from all of us at Mercury. 🎄

After nine months of building, learning, and collaborating across many teams, we’ve officially rolled out Messaging to 100% of Mercury customers! 🚀 Customers told us they wanted faster, real-time ways to get help, and we knew we had an opportunity to make support feel even more responsive and intuitive. From there, we took a thoughtful approach: starting with small customer cohorts, gathering early insights, and refining our workflows, internal tools, and training as we learned what great, real-time support should look like at Mercury. Behind the scenes, this meant adjusting routing logic, evolving staffing models, and making countless small improvements that added up to a dramatically better experience. These changes have resulted in:  ➡️ YTD first response time for messaging is a lightning quick 1.9 minutes  ➡️ 40% of channel volume has shifted to messaging this year  ➡️ Nearly 50K orgs have engaged for support through the channel A huge thank you to everyone across our Support, Product, Engineering, Ops, and Analytics teams who brought this amazing effort to life. A big shoutout to our amazing Mercury Customer Support Team for coming along for the journey and delivering outstanding customer experiences while providing essential feedback to help evolve the process. Special shoutouts to Elliott Summers for all the workforce management planning and playing schedule Tetris, Sarah Ryan for the expertise and ownership driving the program forward and bringing all our teams together to deliver such a great experience, and to Deirdre Leonard for the CS leadership, vision and guidance leading the experience for our team and shaping how we evolved the process to find success for our agents and customers. Next up: continued investment in improvements like chatbot support, smarter routing, and expanded automation. 🎉

The internet began with a few universities trading data. Dropbox started as a basic file syncing system right as cloud syncing emerged. Figma took one when the browser finally became strong enough for real-time collaboration. So many major shifts in technology follow that same pattern: the infrastructure gets built, then comes a wave of watchful and curious founders. 👀 In Meridian, Keshav Chauhan writes that we may be entering this shift again with AI. The companies that will define this era might not be the ones with the biggest models, but those who decide to close the gap between what's possible and what people actually experience. Full story on Meridian and in our latest print edition, Details: https://lnkd.in/gN58hcaz

The more time I spend on Mercury Personal, the more obvious it feels: so much of banking is still catching up to how people actually live. We’ve spent the past few months rethinking the basics and refining the details - and the product has changed a lot since we announced the waitlist last year. We pulled the full update together here: https://lnkd.in/gud6GCY4

The magazine that has my heart right now is Meridian's issue on Details — how they surface, shift, and shape the things we build and stories we tell. Working on it was a journey from the granular to the panoramic and back again: dives deep into the archives, long views and fleeting looks out so many (literal and figurative) windows, in-the-weeds jams and dreams of the possible. I hope you'll enjoy reading it as much as we at Mercury enjoyed making it. You can order a copy here: https://store.mercury.com/