Support Team Lead, Mercury
Risk
$103.9-129.8k
+ Equity (stock options). Salary dependent on location. For Canadian employees (any location): CAD 105,000 - 122,700
Banking services for startups
Posted today
Banking services for startups
501-1000 employees
Posted today
$103.9-129.8k
+ Equity (stock options). Salary dependent on location. For Canadian employees (any location): CAD 105,000 - 122,700
501-1000 employees
Company mission
To make scaling tech companies simpler with a personalized banking stack for startups, and power the next generation of companies that will shape the American industry.
Role
Who you are
- 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
- Enjoy teaching and mentoring others on how to become really skilled at support
- 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
What the job involves
- Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios
- 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 who will be the first point of contact for users navigating our KYC (Know Your Customer), KYB (Know Your Business), ODD (Ongoing Due Diligence), and EDD (Enhanced Due Diligence) processes
- Your team will focus on helping users with questions relating to these Risk and Compliance requests, guiding users through requirements, and answering questions up to the point of actioning the requests
- You'll act as a crucial link in the chain between our users and our compliance team, ensuring smooth communication and process understanding
- You’ll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes
- You’ll need to understand how our products and internal teams work in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it
- 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
Our take
Frustrated by the archaic, fee-laden banking services offered to entrepreneurs, the founders of Mercury set out to create a better solution. They envisioned a platform that was dynamic, tech-driven, and free from unnecessary fees.
Mercury delivers on this vision by automating business payment processes, offering FDIC-insured accounts, and providing full API access, empowering entrepreneurs with greater control and efficiency. This approach stands in stark contrast to traditional startup banking, which often burdens young businesses with high fees and limited functionality.
By prioritizing user experience and offering a free service tier, Mercury has attracted over 100,000 businesses and achieved a $1B valuation in 2021. As a rising unicorn in the stagnant world of startup banking, mercury is poised for continued growth, constantly adding new features and expanding its team to further disrupt the industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2021
$120m
SERIES B
Sep 2019
$20m
SERIES A
Total funding: $150.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401k/RRSP)
- Paid 6-week sabbatical after the 5-year mark
- Annual $1K USD learning & development budget
- Unlimited book budget
- Weekly $100 USD food budget
- Monthly $100 USD wellness budget
- Monthly $50 USD cellphone reimbursement
- Pet-friendly offices with free tea & lunch
Company values
- Think actively: Question processes. Give thoughtful feedback. Find the best way to do something instead of going by how it’s always been done
- Be super helpful: Practice intentionality and accountability. Go above and beyond to solve problems, and do it as a team
- Act with humility: Treat everyone with respect. Leave egos at the door
- Appreciate quality: Work with the best equipment. Avoid cutting corners. Take pride in crafting a lasting product
- Maximize efficiency: Minimize unnecessary meetings and bureaucracy. Work together to get the job done right
- Focus on product: Ask yourself how the product can be better today than it was yesterday
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Jason Zhang
(COO)Studied Biology at Stanford before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(CEO)Graduated from the University of Cambridge, then worked as a Software Developer at Aquila and Bloomberg. Also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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