Head of Customer Support

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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

• Define and execute the overall support strategy, aligning it with Mercuryo's customer experience vision and commercial objectives. • Act as the senior voice of the customer internally — championing CX priorities at the leadership level and influencing product, compliance, and operations roadmaps. • Build, mentor and scale a high-performing 24/7 global support team, fostering a culture of accountability, efficiency and continuous improvement. • Oversee day-to-day support operations across B2C and B2B customer segments, ensuring SLA adherence and quality standards across all channels. • Drive operational efficiency as a core principle — relentlessly identifying automation, tooling, and process improvements that reduce cost-to-serve without compromising experience. • Manage Zendesk and associated tooling ecosystem; lead the adoption and optimisation of AI-powered support capabilities to deflect volume and improve resolution quality. • Own the VIP customer support stream, ensuring a premium, proactive, and highly personalised experience for high-value clients. • Develop and maintain robust escalation frameworks, ensuring complex issues are resolved swiftly and appropriately. • Define and own the KPI framework for the support function — including CSAT, FRT, ticket deflection, SLA, and cost-per-resolution metrics. • Deliver regular, data-rich reporting to the Chief Customer Officer; translate metrics into actionable insight and strategic recommendations. • Hold full financial accountability for the support function's budget — managing headcount costs, tooling expenditure, and driving ROI on all investments. • Model and monitor staffing efficiency, capacity utilisation, and shift patterns to ensure financial targets are met without sacrificing coverage or quality. • Partner closely with Product, Engineering, Compliance, Risk, and Commercial teams to ensure the support function is properly embedded in business processes. • Represent the support function in senior leadership forums; communicate performance, risks, and initiatives clearly to both technical and non-technical audiences. • Work with the B2B account management team to ensure enterprise and partner clients receive tailored, responsive support aligned to their commercial agreements. • Build strong feedback loops between support, product, and ops to surface customer pain-points that drive meaningful product improvements. • Champion Mercuryo's AI-first philosophy across the support function — proactively identifying where AI and automation can enhance both agent productivity and customer outcomes. • Drive the roadmap for intelligent support capabilities including AI triage, automated resolution, and proactive outreach. • Stay ahead of industry trends in support technology, bringing best-in-class thinking into Mercuryo's operating model.

🎯 Requirements

• Proven track record as a senior support or customer experience leader, ideally within fintech, crypto, payments, or a similarly regulated and fast-paced environment. • Demonstrated success managing large, geographically distributed support teams operating 24/7 across multiple channels. • Extensive experience with Zendesk at a platform-ownership level — configuration, reporting, workflow design and tooling integrations. • Strong AI literacy and hands-on experience leveraging AI-powered support tools to drive deflection rates and improve customer outcomes. • Proven financial accountability — budgeting, cost management, and ROI reporting for a support function. • Experience leading support across both B2C and B2B customer segments, with an understanding of the distinct needs of each. • Track record of defining and owning CX metrics and translating data into strategic decisions. • Strategic thinker who can operate with equal comfort at the executive level and in the weeds of operational detail. • Obsessive about efficiency — you seek out waste, automate intelligently, and never accept 'good enough'. • Deeply data-driven; you make decisions from evidence and communicate performance through numbers. • Exceptional stakeholder manager — able to influence, align, and collaborate across functions at all seniority levels. • Strong communicator with the ability to distil complexity for diverse audiences. • Highly resilient and adaptable; comfortable navigating ambiguity in a high-growth environment. • Customer-centric at heart, with genuine empathy for the end user's experience.

🏖️ 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. • We are open-minded to new ideas.