Full-Time

Customer Support Lead

Posted on 8/26/2024

Mercury

Mercury

1,001-5,000 employees

Banking services for startups and founders

Fintech
Financial Services

Compensation Overview

$103.9k - $144.2kAnnually

Mid

San Francisco, CA, USA + 2 more

More locations: New York, NY, USA | Portland, OR, USA

Hybrid role with specific locations in San Francisco, New York, and Portland.

Category
Customer Support
Customer Success & Support
Required Skills
Tableau
Looker
Requirements
  • 3+ 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
  • Enjoy teaching and mentoring others on how to become really skilled at support
  • Feel highly confident working with tickets that deal with API issues, banking system errors, or other problems of a fairly technical nature, as well as have previous experience partnering cross functionally with engineering and product teams
  • Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.)
  • Can execute complex operational projects that affect multiple teams
  • Consistently exercise empathy while helping entrepreneurs build successful businesses.
  • Can break down hard problems into clear, understandable pieces, and excel at using data to drive decisions (even when the data is not perfect)
  • Always question the first answer, and enjoy going levels deeper to find all the edge cases
  • Show rigor when designing new processes, and put a high bar on the quality of your work
  • Exercise creativity while working within difficult constraints.
Responsibilities
  • Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
  • Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement on the team
  • Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
  • Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization
  • Work with engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
  • Champion our customers by advocating for their needs with data-driven insights and compelling narratives
  • Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations and help wherever the team needs as a leader on the front-lines

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.

Company Stage

Debt Financing

Total Funding

$146.8M

Headquarters

San Francisco, California

Founded

2017

Growth & Insights
Headcount

6 month growth

20%

1 year growth

41%

2 year growth

95%
Simplify Jobs

Simplify's Take

What believers are saying

  • Mercury secured a $100 million credit warehouse to expand its credit card offerings.
  • The acquisition of Teal enhances Mercury's financial management services for startups.
  • Mercury's expansion into consumer banking taps into a new customer base.

What critics are saying

  • Mercury's decision to stop serving certain countries may lead to a loss of trust.
  • The acquisition of Teal may pose integration challenges for Mercury.
  • Expanding into consumer banking could divert focus from Mercury's core startup services.

What makes Mercury unique

  • Mercury offers FDIC-insured accounts with both virtual and physical debit cards.
  • Mercury's Raise program connects startups to investors, mentors, and other founders.
  • Mercury provides a self-service banking option for tech founders and investors.

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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)

INACTIVE