[Remote] Customer Support Lead at Mercury

The Customer Support Lead will lead and develop a customer support team by hiring, mentoring, and managing individuals, ensuring excellence in product knowledge, user support, and understanding of the US banking system. They will own team performance management through goal setting, metric tracking, and driving continuous improvement, while fostering a culture of learning and professional growth with regular feedback and coaching. Responsibilities include refining support processes and building workflows for organizational efficiency and effectiveness. The Lead will collaborate with engineering, product, and banking partners to resolve complex issues, improve the product based on customer feedback, and implement changes for a better customer experience. They will act as a customer advocate by presenting data-driven insights and compelling narratives, and will provide hands-on leadership by diving into tickets during peak times or critical issues, serving as a sounding board for escalations, and supporting the team on the front-lines.