Customer Support Lead - EMEA

At Mercury, we’re building a better way to bank* for all types of businesses. We started by imagining what the best banking platform for startups would look like and in just a few short years we have over 100,000 customers using Mercury’s products, supporting their businesses as they grow. Our customers span many industries including AI-focused startups, climate tech, e-commerce, non-profit, Web3, just to name a few. Check out our demo at demo.mercury.com.

We’re working to build something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’re looking to bring on a strategic, thoughtful Team Lead to help us continuously augment our support experience.

You'll focus on building an international Support team from scratch, managing the growth and day-to-day execution of this function. You’ll also be working closely with our North American support, engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes. 

We have 100,000+ businesses on Mercury and are growing every day, so you’ll need to understand how to create durable processes and tools that work at scale. And while users might think we have a beautifully simple product, there’s quite a bit of complexity under the hood. The US banking system isn’t easy to interface with, so you’ll need to be extremely competent in solving technical issues, and have the ability to mentor others on how to do so.  

As a part of the journey, we would expect you to:

• Hire and nurture a team that embodies efficiency, competence, and profound knowledge about our products, users, and the intricacies of the US banking system
• Be comfortable working independently with minimal overlap with mostly North American based staff
• Propel team efficiency and effectiveness by establishing, monitoring, and achieving key performance metrics
• Facilitate the dissemination of knowledge and skills across the support organization through the enhancement or creation of tools and processes
• Act as a mentor and lead problem-solver for complex support tickets or escalations, striving for unparalleled standards in response quality and fostering genuine customer appreciation
• Work in partnership with various teams to enhance our product, tackle technical issues, and implement bug fixes. Engage with our banking partners to initiate product or process improvements benefiting our users
• Champion user experience and needs across the company, leveraging data and compelling narratives
• Join the front lines alongside your team during critical situations or when support demand spikes

You should: 

• Have at least 3-5 years of direct leadership experience in customer support or other user-facing teams within fast-paced, technology-driven environments
• Demonstrate a strong background in leading and expanding support teams, with a proven track record of mentoring teams to achieve excellence
• Be highly adept at handling technically challenging tickets, including, but not limited to those related to banking system errors
• Have a history of successful cross-functional collaboration with engineering and product teams
• Be comfortable utilizing data visualization tools and excel in executing complex operational projects impacting multiple teams
• Possess the ability to empathize with entrepreneurs while creatively navigating challenging constraints
• Be flexible, self-motivated, and have the capacity to lead and make decisions in an autonomous setting

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:

• Ireland (any location): €71,400 - €89,200

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

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