Customer Support Lead

August 27

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Mercury

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Banking for startups: mercury.com

201 - 500

Description

• Lead and develop a customer support team • Own team performance management • Foster a culture of continuous learning and professional growth • Refine and evolve support processes • Work with engineering and product teams to resolve complex issues • Advocate for customer needs with data-driven insights • Provide hands-on leadership during peak times

Requirements

• 3+ years of experience leading customer support or user-facing teams • 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 technical problems • Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.) • Can execute complex operational projects that affect multiple teams • Consistently exercise empathy while helping entrepreneurs • Can break down hard problems into clear, understandable pieces • Always question the first answer • Show rigor when designing new processes • Exercise creativity while working within difficult constraints

Benefits

• Base salary • Equity (stock options) • Benefits