Support Team Lead - Treasury
mercurySpringfield (MA)
Support Team Lead - Treasury
Posted yesterday
mercurySpringfield (MA)
SENIORITY
Senior
About the role
Mercury is building a complete finance stack for startups. As we scale, the complexity of our money movement systems—and the support experience around them—keeps growing. We’re hiring a Treasury Support Lead to build and lead a brand-new specialty support function focused on treasury and investment-related support work. This role is ideal for someone who thrives in ambiguity and feels energized by a blank canvas. You’ll scope the function, document the playbook, and help trailblaze how Treasury Support operates at Mercury. Mercury is a financial technology company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
What you’ll do:
- Build the Treasury Support function from the ground up: define scope/ownership, escalation paths, workflows, SLAs, and quality standards—then document it into durable runbooks and playbooks.
- Lead and develop a team of Treasury Support Specialists (starting with a small cohort, with room to grow): hiring, onboarding, coaching, and performance management.
- Own complex, high-stakes support work across internal funds movement, explaining securities transactions, and discussions about suitability, plus customer questions tied to investments/holdings and securities transactions.
- Partner closely with Treasury Ops and cross functional partners to resolve discrepancies and unblock customers quickly and accurately.
- Drive continuous improvement: identify systemic issues and repetitive failures, document themes, and work cross-functionally with Engineering/Product/Ops to improve tooling, routing, and customer-facing processes.
- Be a hands-on leader: jump into escalations when needed, support the team during peak times, and maintain a high bar for accuracy and customer communication.
- Be a key contributor in expanding our specialized support coverage with opportunity to stretch into influential areas & new products beyond Treasury.
- What you bring 2+ years leading customer support or other user-facing teams (ideally in a high-growth environment).3+ years of experience in support, finance operations, treasury-related workflows, or a closely related field.
- Comfort operating in high-liability environments where precision and documentation matter.
- Working knowledge of funds movements, brokerage activity, and concepts—and the curiosity to investigate open-ended issues beyond the first answer.
- Excellent written communication: you can clearly summarize complex problems for customers and internal partners.
- Ability to create structure where it doesn’t exist—turning ambiguity into clear processes, training, and scalable team practices.
- Comfort using data/visualization tools (e.g., Omni/Zendesk Explore) to spot trends and drive decisions.
- Required licenses (Treasury Support roles)
- You must hold or be eligible to obtain and maintain:
Securities Industry Essentials (SIE):
Series 7Series 63 Series 65 or Series 66 Series 24 The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: US employees in the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $115,400 - $129,800US employees outside of the New York City, Los Angeles, Seattle, or San Francisco Bay Area: $103,900 - $116,800 Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using on January 22, 2024. #LI-AS1
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