Head of Customer Support

Mercuryo

2d•Remote

About The Position

Mercuryo is a high-growth fintech and crypto payments business operating at global scale. We are an AI-first company — we embrace technology to deliver faster, smarter, and more personalised support experiences. As Head of Support, you will own the full customer experience function end-to-end: from frontline 24/7 operations across B2C and B2B segments, through to our premium VIP stream. This is a senior, highly strategic and operationally demanding role. You will set the vision for how Mercuryo supports its customers, 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

Proven track record as a senior support or customer experience leader, ideally within fintech, crypto, payments, or a similarly regulated and fast-paced environment.
Demonstrated success managing large, geographically distributed support teams operating 24/7 across multiple channels.
Extensive experience with Zendesk at a platform-ownership level — configuration, reporting, workflow design and tooling integrations.
Strong AI literacy and hands-on experience leveraging AI-powered support tools to drive deflection rates and improve customer outcomes.
Proven financial accountability — budgeting, cost management, and ROI reporting for a support function.
Experience leading support across both B2C and B2B customer segments, with an understanding of the distinct needs of each.
Track record of defining and owning CX metrics and translating data into strategic decisions.
Strategic thinker who can operate with equal comfort at the executive level and in the weeds of operational detail.
Obsessive about efficiency — you seek out waste, automate intelligently, and never accept 'good enough'.
Deeply data-driven; you make decisions from evidence and communicate performance through numbers.
Exceptional stakeholder manager — able to influence, align, and collaborate across functions at all seniority levels.
Strong communicator with the ability to distil complexity for diverse audiences.
Highly resilient and adaptable; comfortable navigating ambiguity in a high-growth environment.
Customer-centric at heart, with genuine empathy for the end user's experience.

Responsibilities

Strategy & Leadership Define and execute the overall support strategy, aligning it with Mercuryo's customer experience vision and commercial objectives.
Act as the senior voice of the customer internally — championing CX priorities at the leadership level and influencing product, compliance, and operations roadmaps.
Build, mentor and scale a high-performing 24/7 global support team, fostering a culture of accountability, efficiency and continuous improvement.
Own team structure, workforce planning, and talent development across all support tiers and segments.
Operations & Efficiency Oversee day-to-day support operations across B2C and B2B customer segments, ensuring SLA adherence and quality standards across all channels.
Drive operational efficiency as a core principle — relentlessly identifying automation, tooling, and process improvements that reduce cost-to-serve without compromising experience.
Manage Zendesk and associated tooling ecosystem; lead the adoption and optimisation of AI-powered support capabilities to deflect volume and improve resolution quality.
Own the VIP customer support stream, ensuring a premium, proactive, and highly personalised experience for high-value clients.
Develop and maintain robust escalation frameworks, ensuring complex issues are resolved swiftly and appropriately.
Data, Reporting & Financial Accountability Define and own the KPI framework for the support function — including CSAT, FRT, ticket deflection, SLA, and cost-per-resolution metrics.
Deliver regular, data-rich reporting to the Chief Customer Officer; translate metrics into actionable insight and strategic recommendations.
Hold full financial accountability for the support function's budget — managing headcount costs, tooling expenditure, and driving ROI on all investments.
Model and monitor staffing efficiency, capacity utilisation, and shift patterns to ensure financial targets are met without sacrificing coverage or quality.
Stakeholder Management & Cross-Functional Collaboration Partner closely with Product, Engineering, Compliance, Risk, and Commercial teams to ensure the support function is properly embedded in business processes.
Represent the support function in senior leadership forums; communicate performance, risks, and initiatives clearly to both technical and non-technical audiences.
Work with the B2B account management team to ensure enterprise and partner clients receive tailored, responsive support aligned to their commercial agreements.
Build strong feedback loops between support, product, and ops to surface customer pain-points that drive meaningful product improvements.
AI-First Culture & Innovation Champion Mercuryo's AI-first philosophy across the support function — proactively identifying where AI and automation can enhance both agent productivity and customer outcomes.
Drive the roadmap for intelligent support capabilities including AI triage, automated resolution, and proactive outreach.
Stay ahead of industry trends in support technology, bringing best-in-class thinking into Mercuryo's operating model.