Head of Customer Support

This is a fully remote position, open to applicants in Spain.

📋 Description

• Define and implement the comprehensive support strategy, ensuring alignment with Mercuryo's vision for customer experience and commercial goals.

• Serve as the primary advocate for customer experience within the organization, promoting CX priorities at the executive level and influencing the roadmaps for product, compliance, and operations.

• Build, mentor, and expand a high-performing global support team that operates 24/7, nurturing a culture focused on accountability, efficiency, and ongoing improvement.

• Supervise daily support operations for both B2C and B2B customer segments, guaranteeing adherence to SLAs and maintaining quality standards across all communication channels.

• Prioritize operational efficiency by continuously identifying opportunities for automation, tooling enhancements, and process improvements that lower service costs while maintaining quality.

• Oversee the Zendesk platform and related tools; spearhead the integration and optimization of AI-powered support capabilities to manage volume and enhance resolution quality.

• Manage the VIP customer support channel, providing a premium, proactive, and tailored experience for high-value clients.

• Develop and sustain effective escalation frameworks to ensure complex issues are resolved quickly and appropriately.

• Define and take ownership of the KPI framework for the support function, including metrics such as CSAT, FRT, ticket deflection, SLA, and cost-per-resolution.

• Present regular, data-driven reports to the Chief Customer Officer; convert metrics into actionable insights and strategic recommendations.

• Assume complete financial responsibility for the support function's budget, overseeing headcount costs, tooling expenses, and ensuring ROI on all investments.

• Analyze and monitor staffing efficiency, capacity utilization, and shift patterns to meet financial objectives without compromising coverage or quality.

• Collaborate closely with Product, Engineering, Compliance, Risk, and Commercial teams to embed the support function within business processes effectively.

• Represent the support function in senior leadership discussions; clearly communicate performance, risks, and initiatives to both technical and non-technical stakeholders.

• Partner with the B2B account management team to ensure tailored and responsive support for enterprise and partner clients, in line with their commercial agreements.

• Establish strong feedback mechanisms between support, product, and operations to identify customer pain points that can lead to significant product enhancements.

• Advocate for Mercuryo's AI-first approach across the support function, proactively identifying areas where AI and automation can improve both agent productivity and customer outcomes.

• Lead the development of intelligent support capabilities, including AI triage, automated resolution, and proactive customer outreach.

• Stay abreast of industry trends in support technology, integrating best-in-class practices into Mercuryo's operational model.

⛳️ Requirements

• Proven experience as a senior leader in support or customer experience, ideally within fintech, crypto, payments, or similarly regulated and fast-paced industries.

• Successful track record managing large, globally distributed support teams operating 24/7 across various channels.

• In-depth knowledge of Zendesk at a platform-ownership level, including configuration, reporting, workflow design, and tool integrations.

• Strong understanding of AI and practical experience utilizing AI-powered support tools to enhance deflection rates and improve customer outcomes.

• Established financial accountability skills, including budgeting, cost management, and ROI analysis for support functions.

• Experience in leading support for both B2C and B2B customer segments, with a clear grasp of the unique requirements of each.

• History of defining and managing CX metrics and translating data into strategic decisions.

• Strategic thinker capable of operating comfortably at both the executive level and within the intricacies of operational details.

• Committed to efficiency; actively seeks out waste, leverages automation, and never settles for mediocrity.

• Data-driven decision-maker; uses evidence to inform choices and communicates performance through quantitative insights.

• Exceptional stakeholder manager, skilled at influencing, aligning, and collaborating across various functions and seniority levels.

• Strong communicator with the ability to simplify complex information for diverse audiences.

• Highly resilient and adaptable; adept at navigating ambiguity in a high-growth environment.

• Customer-centric at core, demonstrating genuine empathy for the end-user experience.

🏝️ Benefits

• Competitive salary aligned with market rates and performance-based incentives.

• 22 days of annual leave, plus an additional 6 company-specific days, in addition to bank holidays.

• Comprehensive health insurance options.

• Support for maternity and paternity leave.

• Extensive benefits program available.

• Flexible working hours and options for remote work.

• Modern office spaces and co-working facilities across six countries.

• Provision of necessary working equipment.

• Opportunities for professional development and training.

• Chance to influence the initiatives you engage with.

• A diverse and welcoming team environment.

• An open-minded approach to new ideas.