Support Team Lead

Summary

Join Mercury, a rapidly growing fintech company, as a Team Lead for Customer Support, managing a team of 6-8 people focused on KYC/KYB/ODD/EDD processes. You will be the primary point of contact for users navigating these compliance processes, guiding them through requirements and answering questions. This role requires strong leadership, mentorship, and collaboration skills to improve support processes and the overall customer experience. You will work closely with engineering, design, business operations, and compliance teams. The ideal candidate possesses extensive experience leading customer support teams, particularly in high-growth tech companies, and a deep understanding of KYC/KYB/AML processes. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• 3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies
• A strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements
• Expertise in adding structure for support teams growing quickly
• Confidence 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.)
• Experience managing complex operational projects that affect multiple teams
• Consistently exercise empathy while helping entrepreneurs build successful businesses
• Ability break down hard problems into clear, understandable pieces, and excel at using data to drive decisions (even when the data is not perfect)
• A penchant to question the first answer, and enjoy going levels deeper to find all the edge cases
• Rigor when designing new processes, and put a high bar on the quality of your work
• Exercise creativity while working within difficult constraints

Responsibilities

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
• Performance Management: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement on the team
• Growth & Development: Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
• Process Improvement: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization
• Cross-Functional Collaboration: 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
• Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
• Hands-On Leadership: 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

Preferred Qualifications

Enjoy teaching and mentoring others on how to become really skilled at support

Benefits

• Base salary
• Equity (stock options)
• Benefits