Mercury
Overview
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Customer Support Lead
role at
Mercury . 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 building something like magic for a wide range of startup businesses, with a focus on smart, product-driven support. We’re looking to bring on a strategic, thoughtful Team Lead to help us continuously augment our support experience as we scale. 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 work closely with engineering, design, business operations, and compliance teams to improve our product and customer-facing processes. Banking has many moving pieces, so this role requires understanding how our products and internal teams work in detail. Mercury is a financial technology company, not a bank; banking services are provided through partner institutions. Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC. You 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 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 and implement changes for a better customer experience Customer Advocacy: Champion customer needs with data-driven insights Hands-On Leadership: Be ready to assist with tickets during peak times, support escalations, and serve as a leader on the front lines You have
2+ 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 to become skilled at support Comfort with tickets involving API issues, banking system errors, or other technical problems, and experience partnering cross-functionally with engineering and product teams Comfort navigating data visualization tools (Tableau, Looker, Metabase, etc.) Ability to execute complex operational projects affecting multiple teams Empathy while helping entrepreneurs build successful businesses Ability to break down hard problems into clear pieces and use data to drive decisions Curiosity to question the first answer and explore edge cases Rigor in designing new processes and a high standard for work quality Creativity within constraints The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are competitive within the SaaS and fintech industry and are updated regularly using compensation data. New hire offers are based on experience, location, and internal pay equity. Compensation ranges
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: 115,400 - 129,800 USD US employees outside of these areas: 103,900 - 116,800 USD Equity, Benefits & EEO
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations throughout the recruitment process. If you need assistance, please let your recruiter know. We use Covey as part of our hiring process for NYC roles. Covey Scout is used for inbound on January 22, 2024, with an independent bias audit report available. Seniority level
Associate Employment type
Full-time Job function
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Join to apply for the
Customer Support Lead
role at
Mercury . 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 building something like magic for a wide range of startup businesses, with a focus on smart, product-driven support. We’re looking to bring on a strategic, thoughtful Team Lead to help us continuously augment our support experience as we scale. 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 work closely with engineering, design, business operations, and compliance teams to improve our product and customer-facing processes. Banking has many moving pieces, so this role requires understanding how our products and internal teams work in detail. Mercury is a financial technology company, not a bank; banking services are provided through partner institutions. Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC. You 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 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 and implement changes for a better customer experience Customer Advocacy: Champion customer needs with data-driven insights Hands-On Leadership: Be ready to assist with tickets during peak times, support escalations, and serve as a leader on the front lines You have
2+ 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 to become skilled at support Comfort with tickets involving API issues, banking system errors, or other technical problems, and experience partnering cross-functionally with engineering and product teams Comfort navigating data visualization tools (Tableau, Looker, Metabase, etc.) Ability to execute complex operational projects affecting multiple teams Empathy while helping entrepreneurs build successful businesses Ability to break down hard problems into clear pieces and use data to drive decisions Curiosity to question the first answer and explore edge cases Rigor in designing new processes and a high standard for work quality Creativity within constraints The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are competitive within the SaaS and fintech industry and are updated regularly using compensation data. New hire offers are based on experience, location, and internal pay equity. Compensation ranges
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: 115,400 - 129,800 USD US employees outside of these areas: 103,900 - 116,800 USD Equity, Benefits & EEO
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations throughout the recruitment process. If you need assistance, please let your recruiter know. We use Covey as part of our hiring process for NYC roles. Covey Scout is used for inbound on January 22, 2024, with an independent bias audit report available. Seniority level
Associate Employment type
Full-time Job function
Other Referrals increase your chances of interviewing at Mercury. Get notified about new Customer Support Lead jobs in San Francisco, CA.
#J-18808-Ljbffr