Head of Customer Support

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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.

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.

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.
• 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.
• We are open-minded to new ideas.