Customer Experience, AI & Data Manager Lead

Mercuryo

Customer Experience, AI & Data Manager improving customer experience at Mercuryo by leveraging AI and operational data. Collaborate with multiple teams to enhance support automation and reduce friction.

Posted 7/25/2026full-timeRemote • 🇨🇾 CyprusSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience and Operations, leveraging analytical skills to drive service improvements and optimize customer interactions. Proficient in utilizing AI-powered tools and BI platforms to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Experience ManagementAI-Powered Support ToolsBusiness Intelligence ToolsStakeholder ManagementVoice of the Customer Programmes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support AnalyticsSQLDashboard BuildingData AnalysisOperational Metrics

Soft Skills

Analytical SkillsCommunication SkillsCross-Functional CollaborationProblem-Solving

Tools & Technologies

ZendeskForethought AIMetabaseLookerTableau

Industry Keywords

FintechCryptoPaymentsKYCFraudAML

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.