Head of Customer Support

We're Mercuryo, a high-growth fintech and crypto payments business operating at global scale. As Head of Support, you will own the full customer experience function end-to-end, defining and executing the overall support strategy, building and mentoring a high-performing 24/7 global support team, and overseeing day-to-day support operations across B2C and B2B customer segments.

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
• Performance-based incentives
• 22 days annual leave
• 6 company days
• Bank holidays
• Comprehensive health insurance plans
• Extensive benefits program
• Flexible work schedule
• Remote work options
• Modern offices
• Co-working spaces
• Working equipment
• Professional development and training opportunities
• Opportunity to shape the initiatives you’re working on
• Diverse and friendly team