[Remote] Director of Customer Experience at Mercury

New York, New York, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation. (banking or fintech experience preferred)
Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency without sacrificing quality
Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance, articulate tradeoffs, and execute strategies that deliver top-tier customer support at scale
Experience in leading a large global CX organization

Responsibilities

Build a world-class customer experience by championing a customer-obsessed culture, setting a clear vision, and designing experiences that delight across every interaction and channel
Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels, using best-in-class tooling to deliver seamless experiences and drive efficiency
Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
Lead and inspire an experienced leadership team while scaling a global organization to support growth
Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, and workforce management
Build upon the automation roadmap with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
Lead vendor and BPO management by driving SLAs and KPIs, running QBRs, and designing site mix, surge plans, and exit strategies
Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue to increase activation, adoption, and retention
Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

Skills

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

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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