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- Tasks: Lead and innovate customer support strategies for a global fintech company.
- Company: Mercuryo, a high-growth fintech and crypto payments business.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and innovation.
- Why this job: Shape the future of customer experience in a cutting-edge tech environment.
- Qualifications: Proven leadership in customer support and a passion for operational excellence.
The predicted salary is between 80000 - 100000 ÂŁ per year.
About The Role 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.
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.
Your Role
- Strategy & Leadership
- 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.
- Operations & Efficiency
- 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.
- Data, Reporting & Financial Accountability
- 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.
- Stakeholder Management & Cross‑Functional Collaboration
- 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.
Head of Customer Support in London employer: Mercuryo
Contact Detail:
Mercuryo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support in London
✨Tip Number 1
Network like a pro! Reach out to people in the fintech and customer support space on LinkedIn. Join relevant groups and engage in discussions. You never know who might have a lead on your dream job!
✨Tip Number 2
Prepare for interviews by researching Mercuryo's values and recent developments. Tailor your answers to show how your experience aligns with their mission. We want to see that you’re not just a fit, but a perfect match!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've built and mentored teams in the past. Highlight your strategic thinking and operational excellence — it’s what they’re looking for in a Head of Customer Support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Support role. Highlight your experience in customer support strategy and operational excellence, as these are key aspects of what we’re looking for at Mercuryo.
Showcase Your Leadership Skills: We want to see how you’ve built and mentored high-performing teams in the past. Share specific examples of how you’ve fostered a culture of accountability and efficiency, as this will resonate well with our vision.
Data-Driven Insights Matter: Since this role involves financial accountability and KPI management, include any relevant metrics or data-driven results from your previous roles. This will show us that you can translate numbers into actionable insights.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Mercuryo
✨Know the Company Inside Out
Before your interview, dive deep into Mercuryo's mission, values, and recent developments. Understanding their AI-first approach and how they deliver customer support will help you align your answers with their vision.
✨Showcase Your Strategic Thinking
Prepare to discuss your experience in defining and executing support strategies. Be ready to share specific examples of how you've improved operational efficiency or enhanced customer experience in previous roles.
✨Demonstrate Leadership Skills
As a senior role, they’ll want to see your leadership style. Think about how you've built and mentored teams in the past. Share stories that highlight your ability to foster a culture of accountability and continuous improvement.
✨Be Data-Driven
Since this role involves financial accountability and KPI management, come prepared with examples of how you've used data to drive decisions. Discuss specific metrics you've tracked and how they influenced your strategies.