Head of Customer Support

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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Hi! We're <span style=\"font-weight: bold\">Mercuryo</span>, and we're on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp &amp; Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Why Mercuryo?<br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Industry Impact</span> </span><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Join us at a pivotal moment where AI, blockchain, and payments are converging. You'll help shape how the next generation of financial infrastructure reaches millions of users.</span><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Innovative Environment</span><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Collaborate with more than 300 talented professionals from diverse backgrounds including banking, SaaS, and Web3, all united in delivering outstanding user experiences at the intersection of AI and decentralized finance.</span><br><br></p>\n<p><span style=\"font-weight: bold\">AI-First Culture</span></p>\n<p>We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale.</p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Growth and Learning</span> </span><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Our expanding network of 200+ B2B partnerships, a user base of over 7 million, and our push into emerging categories like AI-powered products mean there's always room to grow your skills, tackle new challenges, and push boundaries.</span><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Flexible Culture</span> </span><br><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We're remote-first, celebrating diversity across 30 countries. At Mercuryo, you'll be empowered to take ownership of your work, spark creativity, and shape how we move forward together.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About the Role:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">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.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Your Role:</span><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><em>Strategy &amp; Leadership</em></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Define and execute the overall support strategy, aligning it with Mercuryo's customer experience vision and commercial objectives.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Act as the senior voice of the customer internally — championing CX priorities at the leadership level and influencing product, compliance, and operations roadmaps.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Build, mentor and scale a high-performing 24/7 global support team, fostering a culture of accountability, efficiency and continuous improvement.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Own team structure, workforce planning, and talent development across all support tiers and segments.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><em>Operations &amp; Efficiency</em></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Oversee day-to-day support operations across B2C and B2B customer segments, ensuring SLA adherence and quality standards across all channels.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive operational efficiency as a core principle — relentlessly identifying automation, tooling, and process improvements that reduce cost-to-serve without compromising experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Manage Zendesk and associated tooling ecosystem; lead the adoption and optimisation of AI-powered support capabilities to deflect volume and improve resolution quality.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Own the VIP customer support stream, ensuring a premium, proactive, and highly personalised experience for high-value clients.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Develop and maintain robust escalation frameworks, ensuring complex issues are resolved swiftly and appropriately.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><em>Data, Reporting &amp; Financial Accountability</em></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Define and own the KPI framework for the support function — including CSAT, FRT, ticket deflection, SLA, and cost-per-resolution metrics.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Deliver regular, data-rich reporting to the Chief Customer Officer; translate metrics into actionable insight and strategic recommendations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Hold full financial accountability for the support function's budget — managing headcount costs, tooling expenditure, and driving ROI on all investments.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Model and monitor staffing efficiency, capacity utilisation, and shift patterns to ensure financial targets are met without sacrificing coverage or quality.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><em>Stakeholder Management &amp; Cross-Functional Collaboration</em></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Partner closely with Product, Engineering, Compliance, Risk, and Commercial teams to ensure the support function is properly embedded in business processes.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Represent the support function in senior leadership forums; communicate performance, risks, and initiatives clearly to both technical and non-technical audiences.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Work with the B2B account management team to ensure enterprise and partner clients receive tailored, responsive support aligned to their commercial agreements.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Build strong feedback loops between support, product, and ops to surface customer pain-points that drive meaningful product improvements.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><em>AI-First Culture &amp; Innovation</em></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Champion Mercuryo's AI-first philosophy across the support function — proactively identifying where AI and automation can enhance both agent productivity and customer outcomes.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive the roadmap for intelligent support capabilities including AI triage, automated resolution, and proactive outreach.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Stay ahead of industry trends in support technology, bringing best-in-class thinking into Mercuryo's operating model.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What We're Looking For:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Proven track record as a senior support or customer experience leader, ideally within fintech, crypto, payments, or a similarly regulated and fast-paced environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Demonstrated success managing large, geographically distributed support teams operating 24/7 across multiple channels.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Extensive experience with Zendesk at a platform-ownership level — configuration, reporting, workflow design and tooling integrations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong AI literacy and hands-on experience leveraging AI-powered support tools to drive deflection rates and improve customer outcomes.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Proven financial accountability — budgeting, cost management, and ROI reporting for a support function.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience leading support across both B2C and B2B customer segments, with an understanding of the distinct needs of each.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Track record of defining and owning CX metrics and translating data into strategic decisions.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strategic thinker who can operate with equal comfort at the executive level and in the weeds of operational detail.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Obsessive about efficiency — you seek out waste, automate intelligently, and never accept 'good enough'.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Deeply data-driven; you make decisions from evidence and communicate performance through numbers.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Exceptional stakeholder manager — able to influence, align, and collaborate across functions at all seniority levels.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong communicator with the ability to distil complexity for diverse audiences.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Highly resilient and adaptable; comfortable navigating ambiguity in a high-growth environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Customer-centric at heart, with genuine empathy for the end user's experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What We Offer:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Competitive market rate salary and performance-based incentives.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">22 days annual leave with an additional 6 company days, plus bank holidays.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Comprehensive health insurance plans.</span></li>\n<li><span>Maternity &amp; Paternity leave support.</span><br></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Extensive benefits program.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Flexible work schedule and remote work options.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Modern offices and co-working spaces across 6 countries.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Working equipment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Professional development and training opportunities.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Opportunity to shape the initiatives you’re working on.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Diverse and friendly team.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We are open-minded to new ideas.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Join Us!</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">If you're driven to be a part of the Web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!</span></p>\n<p><br></p>\n<p><span style=\"font-size: 8pt\"><em>Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodations during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.</em></span></p>",
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