Customer Support Lead, Mercury
West Coast
$103.9-129.8k
Salary dependent on location. + Stock Options
More information about location
Banking services for startups and small businesses
Job no longer available
Banking services for startups and small businesses
1001+ employees
Job no longer available
$103.9-129.8k
Salary dependent on location. + Stock Options
More information about location
1001+ 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
- 2+ 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
What the job involves
- 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 (~65 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
- 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 200,000 businesses and achieved a $3.5B valuation as of 2025. As a rising unicorn in the stagnant world of startup banking, mercury is backed by substantial funding and 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 5 rounds)
Mar 2025
$300m
SERIES C
Jul 2021
$120m
SERIES B
Total funding: $450.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Annual $1K learning & development budget
- Paid 6-week sabbatical after the 5-year mark
- Weekly $100 food budget
- Monthly $100 wellness budget
- Monthly $50 cellphone reimbursement
- Pet-friendly offices with free tea and beverages, plus lunch and snacks
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401K/RRSP)
- Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(Co-Founder & COO)Jason graduated from Stanford University with a Bachelor of Science in Biology before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(Co-Founder & CEO)Immad graduated from the University of Cambridge with a Masters in Computer Science. He then worked as a Software Developer at Aquila and Bloomberg. He also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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