Customer Experience, AI & Data Manager Lead

Job description

Hi! We're Mercuryo , and we’re on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem. Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain. Why Mercuryo? Industry Impact Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance. Innovative Environment Collaborate with more than 300 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences. AI-First Culture We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale. Growth and Learning Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries. Flexible Culture We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together. About the Role: We're looking for an ambitious and customer-obsessed Customer Experience, AI & Data Manager to shape the future of customer experience at Mercuryo. In this strategic role within Customer Operations, you'll turn customer feedback and operational data into meaningful business improvements. You'll partner closely with Product, Engineering, and Operations to reduce customer friction, improve self-service, and drive AI-powered support automation. You'll also own our AI support strategy through Forethought AI and lead our premium White Glove VIP Support Programme, ensuring our highest-value customers receive an exceptional experience. Your Role: Own Mercuryo's Voice of the Customer programme and turn customer insights into business improvements. 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. Own the performance and optimisation of Forethought AI to improve automation and customer experience. Build dashboards and provide actionable insights on customer satisfaction, support performance, and AI effectiveness. Own Mercuryo's Help Centre and internal knowledge base. Lead our White Glove VIP Support Programme and manage the VIP Relationship Specialist. Partner with Product, Engineering, Customer Support, and other teams to improve the end-to-end customer journey. What We're Looking For: 3+ years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics. Experience with Zendesk or similar customer support platforms. Experience working with AI-powered support tools such as Forethought or similar solutions. Strong analytical skills and experience with BI tools such as Metabase, Looker, Tableau, or similar. Experience building dashboards and presenting insights to stakeholders. Strong stakeholder management and cross-functional collaboration skills. Excellent communication skills and a passion for improving customer experience. Nice to Have: Experience in fintech, crypto, or payments. SQL knowledge. Experience with Voice of the Customer programmes. Familiarity with KYC, Fraud, AML, or regulated customer operations. What We Offer: 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. Maternity & Paternity leave support. 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. Join Us! If you're driven to be a part of the Web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future! Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodation during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.