Customer Support Manager - Mercury

Mercury is building a complete finance stack for startups. Since launching in 2019, our customer base has grown to over 450,000 startups and small businesses worldwide. With growth comes the need to ensure our customer experience remains top of mind even in the most challenging scenarios.

A key piece of our product experience is smart, product-driven support. We’re looking for an operationally-focused, thoughtful Customer Support Manager to help us continuously improve our Customer Support experience as we scale quickly.

You’ll join as a manager on our Customer Support team, partnering closely with Customer Support Leadership to execute operational functions and support strategic vision. You’ll manage your own cohort of specialists dedicated to managing customer interactions and operational tasks across key workstreams, collaborating closely with Voice of the Customer, Customer Trust, Operations, WFM, and CX Engineering teams.

Your Role

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system.
• Performance Management & Development: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement. Foster a culture of continuous learning and professional growth through regular feedback and coaching.
• Process Improvements, AI & Automation: Refine and evolve support processes, building efficient workflows using AI tools and automation while maintaining compliance, privacy, and regulatory standards.
• Cross-Functional Collaboration: Partner with compliance, engineering, product, and banking partners to resolve complex issues, improve our product based on support interactions, and implement key process changes.
• Customer Advocacy: Champion our customers by advocating for their needs using data-driven insights and compelling narratives.
• Hands-On Leadership: Dive into tickets alongside your team during peak times or critical issues, act as a sounding board for escalations, and provide front-line leadership.

What We're Looking For

• 3+ years of experience leading customer support or user-facing teams, preferably in high-growth technology companies.
• A collaborative leadership style and comfort sharing ownership of a function with a peer manager.
• Expertise in adding structure for fast-growing support teams.
• Enthusiasm for teaching and mentoring team members.
• Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams.
• Comfort navigating data visualization tools (e.g., Omni, Metabase).
• Experience managing complex operational projects that affect multiple teams.
• Empathy while helping entrepreneurs build successful businesses.
• Ability to break down complex problems and leverage data to drive decisions.
• Rigor when designing new processes and a high bar for quality.

Ideal Qualifications

• Experience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management.
• Experience building or scaling proactive support, VIP, or high-touch/managed support programs.

Total Rewards & Compensation

Our target new hire base salary ranges for this role depend on geographic location:

• US (New York City, Los Angeles, Seattle, San Francisco Bay Area): $115,400 — $129,800 USD
• US (Outside of NYC, LA, Seattle, SF Bay Area): $103,900 — $116,800 USD

Total compensation also includes equity (stock options/RSUs) and comprehensive benefits.