Customer Support Lead - EMEA

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.

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 owning an international Support team, 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 200,000+ 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.  

*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.

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

• Manage 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): €74,600 - €84,000

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, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

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.

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