Support Team Lead - Treasury

Mercury•Portland, OR

11h

About The Position

Mercury is building a complete finance stack for startups. As we scale, the complexity of our money movement systems—and the support experience around them—keeps growing. We’re hiring a Treasury Support Lead to build and lead a brand-new specialty support function focused on treasury and investment-related support work. This role is ideal for someone who thrives in ambiguity and feels energized by a blank canvas. You’ll scope the function, document the playbook, and help trailblaze how Treasury Support operates at Mercury. Mercury is a financial technology company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Requirements

2+ years leading customer support or other user-facing teams (ideally in a high-growth environment).
3+ years of experience in support, finance operations, treasury-related workflows, or a closely related field.
Comfort operating in high-liability environments where precision and documentation matter.
Working knowledge of funds movements, brokerage activity, and concepts—and the curiosity to investigate open-ended issues beyond the first answer.
Excellent written communication: you can clearly summarize complex problems for customers and internal partners.
Ability to create structure where it doesn’t exist—turning ambiguity into clear processes, training, and scalable team practices.
Comfort using data/visualization tools (e.g., Omni/Zendesk Explore) to spot trends and drive decisions.
You must hold or be eligible to obtain and maintain: Securities Industry Essentials (SIE) Series 7 Series 63 Series 65 or Series 66 Series 24

Responsibilities

Build the Treasury Support function from the ground up: define scope/ownership, escalation paths, workflows, SLAs, and quality standards—then document it into durable runbooks and playbooks.
Lead and develop a team of Treasury Support Specialists (starting with a small cohort, with room to grow): hiring, onboarding, coaching, and performance management.
Own complex, high-stakes support work across internal funds movement, explaining securities transactions, and discussions about suitability, plus customer questions tied to investments/holdings and securities transactions.
Partner closely with Treasury Ops and cross functional partners to resolve discrepancies and unblock customers quickly and accurately.
Drive continuous improvement: identify systemic issues and repetitive failures, document themes, and work cross-functionally with Engineering/Product/Ops to improve tooling, routing, and customer-facing processes.
Be a hands-on leader: jump into escalations when needed, support the team during peak times, and maintain a high bar for accuracy and customer communication.
Be a key contributor in expanding our specialized support coverage with opportunity to stretch into influential areas & new products beyond Treasury.