Customer Support Lead

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.

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 as we scale quickly. 

You’ll focus on managing your own small (~6-8 people) cohort of support people, while working on impactful projects to improve the efficiency and effectiveness of the support team (~65 people) as a whole. You’ll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes. 

You’ll need to understand how our products and internal teams work in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.

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

Your Role:

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
• Performance Management: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement on the team
• Growth & Development: Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
• Process Improvement: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization
• Cross-Functional Collaboration: Work with engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
• Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
• Hands-On Leadership: Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations and help wherever the team needs as a leader on the front-lines

You have:

• 3+ years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies
• Expertise in adding structure for support teams growing quickly
• Enjoy teaching and mentoring others on how to become really skilled at support
• Feel highly confident working with tickets that deal with API issues, banking system errors, or other problems of a fairly technical nature, as well as have previous experience partnering cross functionally with engineering and product teams
• Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.) 
• Can execute complex operational projects that affect multiple teams
• Consistently exercise empathy while helping entrepreneurs build successful businesses.
• Can break down hard problems into clear, understandable pieces, and excel at using data to drive decisions (even when the data is not perfect)
• Always question the first answer, and enjoy going levels deeper to find all the edge cases
• Show rigor when designing new processes, and put a high bar on the quality of your work
• Exercise creativity while working within difficult constraints

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: $115,400 - $144,200 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $103,900 - $129,800 USD
• Canadian employees (any location): CAD $105,000 - $131,200

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.

#LI-DNI