Customer Support Lead, Mercury

$103.9-144.2k

+ Equity. Salary dependent on location. For Canadian based applicants, the salary range is CAD $105,000 - $131,200, plus equity

Tableau

Looker

Metabase

Senior and Expert level

New York

San Francisco Bay Area

Remote from Canada, US

Banking services for startups

Job no longer available

Banking services for startups

501-1000 employees

FintechB2BBankingFinancial Services

Job no longer available

$103.9-144.2k

+ Equity. Salary dependent on location. For Canadian based applicants, the salary range is CAD $105,000 - $131,200, plus equity

Tableau

Looker

Metabase

Senior and Expert level

New York

San Francisco Bay Area

Remote from Canada, US

501-1000 employees

FintechB2BBankingFinancial Services

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.

Job

Company

Role

Who you are

3+ 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 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
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

Top investors

50% employee growth in 12 months

Glassdoor (4.5)

Trustpilot (4.2)

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)
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 HQ

SoMa, San Francisco, CA

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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