Remote Support Team Lead at Mercury
Job Description
At Mercury, we’re building a better way to bank* for all types of businesses. We started by imagining what the best banking platform for startups would look like and in just a few short years we have over 100,000 customers using Mercury’s products, supporting their businesses as they grow. Our customers span many industries including AI-focused startups, climate tech, e-commerce, non-profit, Web3, just to name a few. Check out our demo at demo.mercury.com.
We’re working to build something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’re looking to bring on a strategic, thoughtful Team Lead to help us continuously augment our support experience as we scale quickly.
You’ll focus on managing your own small (~6-8 people) cohort of support people, while working on impactful projects to improve the efficiency and effectiveness of the support team (~55 people) as a whole. You’ll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes.
We have 100,000+ businesses on Mercury and are growing every day, so you’ll need to understand how to create durable processes and tools that work at scale. And while users might think we have a beautifully simple product, there’s quite a bit of complexity under the hood. The US banking system isn’t easy to interface with, so you’ll need to be extremely competent in solving fairly technical issues, and have the ability to mentor others on how to do so.
You will:
- Hire and lead a team that is efficient, competent, and extremely knowledgeable about our product and users, as well as the US banking system at large
- Improve team efficiency and effectiveness by setting and tracking metrics
- Extend knowledge and learning across the support organization by augmenting or building tools and processes
- Serve as a mentor and problem solver on difficult tickets or escalations
- Help the team work towards extremely high standards on response quality, and create genuine customer love
- Work cross-functionally to improve our product, investigate thorny technical (either engineering or banking-related) issues, and fix bugs
- Collaborate with our banking partners to make product or process changes that help our users
- Advocate for users and user experience across the company with data and well-told stories
- Work alongside the team on tickets when there are large issues, or when volume is unusually high
You have:
- 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
*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust, Members FDIC.
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $101,900 – $127,400 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $91,700 – $114,700 USD
- Canadian employees (any location): CAD 92,700 – 115,900