Customer Support Lead

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, BankingIndustries

Requirements

Candidates should have over 2 years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies. Expertise is needed in adding structure for rapidly growing support teams, and candidates should enjoy teaching and mentoring others. Confidence is required in handling technical tickets such as API issues or banking system errors, along with previous experience partnering cross-functionally with engineering and product teams. Comfortability with data visualization tools like Tableau, Looker, or Metabase is necessary, as is the ability to execute complex operational projects affecting multiple teams. Candidates must consistently exercise empathy, break down complex problems with data-driven decisions, question initial answers to find edge cases, demonstrate rigor in process design, and apply creativity within constraints.

Responsibilities

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.

Skills

Customer Support

Team Leadership

Mentoring

Performance Management

Process Improvement

Product Knowledge

US Banking System

Financial Technology

Startup Finance

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees