Mercuryo
Head of Customer Support
NEWLondon, United KingdomFull-timeGlobal
š Executiveš Remote
ActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will own the full customer experience function end to end from frontline 24/7 operations across B2C and B2B to a premium VIP stream. You will set the vision for how customers are supported, translate that vision into scalable processes and tooling, and hold accountability for financial performance and team efficiency. If operational excellence and data driven decision making are part of your DNA this role is built for you.
Requirements
- āProven track record as a senior support or customer experience leader within fintech crypto payments or similarly regulated fast paced environments
- āExperience managing large geographically distributed support teams operating 24/7 across multiple channels
- āExtensive experience with Zendesk at a platform ownership level including configuration reporting workflows and integrations
- āStrong AI literacy and hands on experience leveraging AI powered support tools to drive deflection and improve outcomes
- āProven financial accountability budgeting cost management and ROI reporting for a support function
- āExperience leading support across both B2C and B2B customer segments and understanding their distinct needs
- āTrack record of defining and owning CX metrics and translating data into strategic decisions
- āStrategic thinker able to operate with executive level visibility and in operational detail
- āObsessive about efficiency and able to identify and implement automation
- āDeeply data driven and able to make decisions from evidence and communicate performance through numbers
- āExceptional stakeholder management skills with ability to influence across functions at all seniority levels
- āStrong communication skills and the ability to distill complexity for diverse audiences
- āResilient and adaptable; comfortable navigating ambiguity in a high growth environment
- āCustomer centric with genuine empathy for end users
Responsibilities
- āDefine and execute the overall support strategy
- āBuild, mentor and scale a 24 seven global support team
- āOwn team structure, workforce planning and talent development across all support tiers
- āOversee day to day support operations across B2C and B2B to ensure SLA and quality
- āDrive operational efficiency by identifying automation tooling and process improvements
- āManage Zendesk and related tooling and lead the adoption of AI powered support capabilities
- āDevelop and maintain escalation frameworks for complex issues
- āDefine and own the KPI framework including CSAT FRT ticket deflection SLA and cost per resolution
- āDeliver regular data rich reporting to leadership and translate metrics into actionable recommendations
- āHold full financial accountability for the support function budget managing headcount costs tooling expenditure and ROI
- āCollaborate with Product Engineering Compliance Risk and Commercial to embed the support function in processes
- āChampion an AI first culture and drive the roadmap for intelligent support capabilities
- āStay ahead of industry trends in support technology and bring best in class thinking to operations
Benefits & Perks
- āPerformance based incentives
- ā22 days annual leave plus 6 company days and bank holidays
- āComprehensive health insurance plans
- āMaternity and paternity leave support
- āExtensive benefits program
- āFlexible work schedule and remote work options
- āModern offices and co working spaces across 6 countries
- āWorking equipment
- āProfessional development and training opportunities
- āOpportunity to shape the initiatives you are working on
- āDiverse and friendly team
- āOpen minded to new ideas
Tech Stack
riskautomationstakeholderAIVIPFintechcompliancebudget