[Remote] Director of Customer Experience at Mercury

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, FintechIndustries

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 global CX organization

Responsibilities

Build a world-class customer experience by championing a customer-obsessed culture, setting a clear vision, owning prioritization decisions, and designing delightful experiences across interactions and channels
Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels using tools like Zendesk and Assembled to deliver seamless experiences and drive efficiency
Position CX as a strategic pillar by building a metrics-driven foundation to inform decisions, measure impact, and enable data storytelling
Lead and inspire an experienced leadership team, scale the global organization for growth from hundreds of thousands to millions of customers, foster engagement, productivity, and a high-performing culture that develops and retains talent
Lead and support all areas of Customer Support, including frontline teams, training, QA, workforce management, ensuring alignment for exceptional experiences at scale
Build upon the automation roadmap with innovative AI uses for self-serve, deflection, and agent assist; establish governance for model quality, safety, privacy, and protective frameworks
Design and execute a global scaling strategy leveraging full-time employees, BPO partners, and AI tools for 24/7 high-quality support; manage vendors/BPOs via SLAs, KPIs, QBRs, site mix, surge plans, exit strategies, QA, and unified brand voice
Bring deep customer insights to influence company strategy and product direction; collaborate with Product to embed customer thinking into design and development
Drive cross-functional programs with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue to increase activation, adoption, retention, and deliver seamless experiences across the customer lifecycle
Operate CX as a business unit, managing budget, delivering cost-effective high-quality service, optimizing for customer value, modeling scaling scenarios with Finance, and targeting metrics like Cost/Contact, Deflection %, backlog health, and productivity

Skills

Key technologies and capabilities for this role

ZendeskAssembledCustomer ExperienceMetrics-DrivenData AnalysisAIAutomationWorkforce ManagementQABPOLeadershipScalingGlobal Operations

Questions & Answers

Common questions about this position

What team size will the Director of Customer Experience be leading?

The role involves leading a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels.

Is this position remote or does it require office presence?

This information is not specified in the job description.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What leadership and strategic skills are required for this position?

The role requires skills in championing a customer-obsessed culture, leading global teams, building metrics-driven strategies, talent development, AI and automation vision, org scaling with BPO partners, and cross-functional alignment.

What does the company culture emphasize for this role?

The culture emphasizes building a high-performing, customer-obsessed environment that develops and retains talent, fosters engagement and productivity, and delivers exceptional customer care at scale.

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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