VP of Customer Experience
Posted on 3/9/2023

201-500 employees

Banking for startups
Company Overview
Mercury is on a mission to build a banking stack for startups. The company provides banking services and APIs for startups.
San Francisco, CA, USA • Remote • New York, NY, USA • Kingston, ON...
Experience Level
  • Experience startups would truly love, and we're looking for a VP of Customer Experience to help us understand, and then nurture, the whole elephant. You'll lead and scale our CX team in delivering customer support across all channels and product lines to a global user base of 100,000+ businesses, while working closely with other customer-facing teams to deliver on a uniformly excellent customer experience
  • Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC
  • Fintech or banking experience would probably be handy, but isn't strictly necessary
  • Feel skilled at building and scaling operationally excellent CX teams with a thoughtful balance of people, product, process, and automation
  • Truly love learning about and empathizing with customers deeply
  • Understand how to build systems that incentivize deeply solving customer needs across the entire organization
  • Tell compelling customer stories with both words and numbers
  • Have a strong understanding of how to build teams with a foundation of data and thoughtful metrics
  • Feel comfortable understanding technical products deeply, and possess a strong intuition for and interest in building beautiful user experiences
  • Enjoy building bridges and driving shared goals with product, revenue, risk, and marketing
  • Exhibit excellent cultural leadership and communication skills
  • Deeply care about managing people and growing careers at Mercury
  • Enjoy balance-between simplicity and complexity, experimentation and exploitation, risk and reward, modernity and classicism
  • And, ideally, have a sense of humor (doesn't have to be a good one)