Customer Experience AI & Data Manager Lead
Mercuryo provides payment infrastructure for Web3 companies by offering on-ramp services and virtual payment cards.
Maintainer signals as of 8/14/2026
Funding history
Investors
About Mercuryo
Mercuryo helps Web3 companies onboard users and process payments by providing crypto-fiat bridging infrastructure. With it, companies can offer buying and selling crypto, virtual payment cards, and banking services.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will turn customer feedback and operational data into business improvements, identify customer pain points, reduce customer contacts through automation and self-service, optimise Forethought AI, build dashboards, manage knowledge bases, lead VIP support, and partner across functions to improve the customer journey.
Requirements
- 3+ years of experience in customer experience, customer operations, service improvement, or customer support analytics
- Experience with Zendesk or similar customer support platforms
- Experience with AI-powered support tools such as Forethought
- Strong analytical skills and experience with BI tools such as Metabase, Looker, or Tableau
- Experience building dashboards and presenting insights to stakeholders
- Strong stakeholder management and cross-functional collaboration skills
- Excellent communication skills
- Experience in fintech, crypto, or payments is a plus
- SQL knowledge is a plus
- Familiarity with KYC, fraud, AML, or regulated customer operations is a plus
Responsibilities
- Own the Voice of the Customer programme
- Identify customer pain points using support data, feedback, CSAT, and operational metrics
- Drive initiatives that reduce customer contacts through product improvements, automation, and self-service
- Optimise Forethought AI performance
- Build dashboards and provide actionable insights
- Own the Help Centre and internal knowledge base
- Lead the White Glove VIP Support Programme
- Manage the VIP Relationship Specialist
- Partner with Product, Engineering, Customer Support, and other teams to improve the customer journey
Benefits
- 22 days annual leave plus 6 company days and bank holidays
- Comprehensive health insurance
- Maternity and paternity leave support
- Flexible work schedule
- Remote work options
- Modern offices and co-working spaces
- Working equipment
