Customer Experience, AI & Data Manager Lead

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Mercuryo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💳 Fintech

🌐 Web 3

💰 Series A on 2021-06

Fintech • Web 3 • Payments

Mercuryo is a global fintech company creating a new generation of financial services for leading web3 and fintech applications. The company offers a holistic platform that integrates with both web3 and fiat worlds through a single API to provide a wide range of financial services. Mercuryo facilitates fiat-to-crypto exchanges, on- and off-ramps, and provides built-in anti-fraud infrastructure and screening. By partnering with notable entities like MetaMask and PancakeSwap, Mercuryo enhances access to decentralized finance (DeFi) services, streamlines onboarding, and strengthens payment solutions. Backed by a team of over 200 professionals, Mercuryo is at the forefront of payments innovation, aiming to bridge conventional and web3 finance.

📋 Description

• Own Mercuryo's Voice of the Customer programme and turn customer insights into business improvements. • Identify customer pain points using support data, feedback, CSAT, and operational metrics. • Drive initiatives that reduce customer contacts through product improvements, automation, and self-service. • Own the performance and optimisation of Forethought AI to improve automation and customer experience. • Build dashboards and provide actionable insights on customer satisfaction, support performance, and AI effectiveness. • Own Mercuryo's Help Centre and internal knowledge base. • Lead our White Glove VIP Support Programme and manage the VIP Relationship Specialist. • Partner with Product, Engineering, Customer Support, and other teams to improve the end-to-end customer journey.

🎯 Requirements

• 3+ years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics. • Experience with Zendesk or similar customer support platforms. • Experience working with AI-powered support tools such as Forethought or similar solutions. • Strong analytical skills and experience with BI tools such as Metabase, Looker, Tableau, or similar. • Experience building dashboards and presenting insights to stakeholders. • Strong stakeholder management and cross-functional collaboration skills. • Excellent communication skills and a passion for improving customer experience. • Nice to Have: Experience in fintech, crypto, or payments. • SQL knowledge. • Experience with Voice of the Customer programmes. • Familiarity with KYC, Fraud, AML, or regulated customer operations.

🏖️ Benefits

• Competitive market rate salary and performance-based incentives. • 22 days annual leave with an additional 6 company days, plus bank holidays. • Comprehensive health insurance plans. • Maternity & Paternity leave support. • Extensive benefits program. • Flexible work schedule and remote work options. • Modern offices and co-working spaces across 6 countries. • Working equipment. • Professional development and training opportunities. • Opportunity to shape the initiatives you’re working on. • Diverse and friendly team.