104K–130K USD / year
Customer Support Manager
Customer successWorkplace — United States
Published on 2026-11-12
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About this role
Lead and develop a customer support team at Mercury, improving support quality and operations as the company scales. Partner across product, engineering, compliance, and banking teams to resolve complex issues and turn customer feedback into better processes and experiences.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
What you'll do
- Hire, coach, and manage a customer support team; set goals and drive performance improvement
- Refine support workflows and implement AI and automation within compliance and privacy requirements
- Collaborate with product, engineering, compliance, risk, and banking partners to resolve issues and improve customer experience
- Use customer insights and data to advocate for customer needs
- Support escalations and handle customer tickets during peak times or critical issues
What we're looking for
- 3+ years leading customer support or other user-facing teams, preferably at a high-growth technology company
- Experience structuring and scaling support teams and managing complex cross-functional operational projects
- Experience partnering with engineering, product, risk, and compliance teams
- Familiarity with data visualization tools such as Omni or Metabase
- Empathetic, data-driven problem solving, strong coaching skills, and rigorous process design
Nice to have
- Experience managing a BPO or outsourced support vendor, including quality programs, SLAs, and performance management
- Experience building proactive, VIP, high-touch, or managed support programs
Benefits
- Equity (stock options or RSUs)