Support Team Lead - Remote

Overview

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.

In Short

• Lead and develop a small customer support team.
• Manage team performance through goal setting and metrics tracking.
• Foster a culture of continuous learning and professional growth.
• Refine support processes for efficiency and effectiveness.
• Collaborate with engineering and product teams to resolve issues.
• Advocate for customer needs using data-driven insights.
• Provide hands-on leadership during peak times.

Requirements

• 2+ years of experience leading customer support teams.
• Expertise in structuring support teams.
• Experience with API issues and banking systems.
• Comfortable with data visualization tools.
• Ability to execute complex operational projects.
• Empathy for entrepreneurs and their challenges.
• Strong problem-solving skills using data.
• Creativity in process design.

Benefits

• Competitive salary and equity options.
• Comprehensive benefits package.
• Opportunities for professional growth.
• Diverse and inclusive work environment.