We’re looking for a Support Team Lead to join our Treasury team. Mercury is building a bank for startups, and our goal is to offer a delightful experience for our users across the board. The Support Team Lead will manage and coach a team of Treasury Support Specialists and ensure a high level of customer satisfaction.
What you’ll do
- Manage and coach a team of Treasury Support Specialists (including onboarding, performance management, coaching, and career development)
- Collaborate with engineering, product, and operations teams to improve internal workflows, tooling, and user experience for our Treasury users
- Respond to and resolve complex customer inquiries, providing high-quality support
- Handle user escalations in a timely and effective manner
- Identify opportunities for process improvements and implement solutions
- Help create and maintain a knowledge base for internal and external use
- Act as a subject matter expert on Treasury products and services
- Ensure that your team meets their individual and team KPIs
What you’ll bring
- 4+ years of experience in a customer-facing role, with at least 2 years in a team lead or management position
- Experience in the financial services or fintech industry is a plus
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work independently and as part of a team
- Strong organizational and time management skills
- Familiarity with treasury products and services (e.g., money market funds, fixed income, short-term investments)
- Experience with CRM software (e.g., Salesforce, Zendesk) and other support tools
