Customer Experience, AI & Data Manager Lead

Mercuryo

8d • Remote

About The Position

We're looking for an ambitious and customer-obsessed Customer Experience, AI & Data Manager to shape the future of customer experience at Mercuryo. In this strategic role within Customer Operations, you'll turn customer feedback and operational data into meaningful business improvements. You'll partner closely with Product, Engineering, and Operations to reduce customer friction, improve self-service, and drive AI-powered support automation. You'll also own our AI support strategy through Forethought AI and lead our premium White Glove VIP Support Programme, ensuring our highest-value customers receive an exceptional experience.

Requirements

• 3+ years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics.
• Experience with Zendesk or similar customer support platforms.
• Experience working with AI-powered support tools such as Forethought or similar solutions.
• Strong analytical skills and experience with BI tools such as Metabase, Looker, Tableau, or similar.
• Experience building dashboards and presenting insights to stakeholders.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent communication skills and a passion for improving customer experience.

Nice To Haves

• Experience in fintech, crypto, or payments.
• SQL knowledge.
• Experience with Voice of the Customer programmes.
• Familiarity with KYC, Fraud, AML, or regulated customer operations.

Responsibilities

• Own Mercuryo's Voice of the Customer programme and turn customer insights into business improvements.
• Identify customer pain points using support data, feedback, CSAT, and operational metrics.
• Drive initiatives that reduce customer contacts through product improvements, automation, and self-service.
• Own the performance and optimisation of Forethought AI to improve automation and customer experience.
• Build dashboards and provide actionable insights on customer satisfaction, support performance, and AI effectiveness.
• Own Mercuryo's Help Centre and internal knowledge base.
• Lead our White Glove VIP Support Programme and manage the VIP Relationship Specialist.
• Partner with Product, Engineering, Customer Support, and other teams to improve the end-to-end customer journey.

Benefits

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Maternity & Paternity leave support.
• Extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• Professional development and training opportunities.
• Opportunity to shape the initiatives you’re working on.
• Diverse and friendly team.
• Open-minded to new ideas.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed