Head of Customer Support & Maintainance
Notable115,000 - 160,000 USD/year
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial TechnologyIndustries
Requirements
The Support Team Lead requires 2+ years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies, expertise in adding structure for support teams growing quickly, enjoyment of teaching and mentoring others on how to become skilled at support, confidence working with tickets dealing with API issues, banking system errors, and technical problems, and comfortability navigating data visualization tools such as Tableau, Looker, or Metabase.
Responsibilities
As the Support Team Lead, you will hire, mentor, and manage a customer support team, own team performance management by setting goals and driving continuous improvement, foster a culture of continuous learning and professional growth, refine support processes and build workflows, collaborate with engineering, product, and banking partners to resolve issues and improve the product, champion customer needs, lead by example by diving into tickets during peak times, and break down complex problems into understandable pieces using data to drive decisions.
Skills
Customer Support
Team Leadership
Mentoring
Performance Management
Product Knowledge
US Banking System
Process Improvement
Cross-functional Collaboration
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.
Key Metrics
San Francisco, CaliforniaHeadquarters
2017Year Founded
$146.8MTotal Funding
DEBTCompany Stage
Fintech, Financial ServicesIndustries
1,001-5,000Employees