Customer Support Manager

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

We’re working to build something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’re looking to bring on an operational-focused, thoughtful 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 our existing Customer Support Leadership team to execute the operational function of the team and support the wider strategic vision. You’ll manage your own cohort of specialists who are dedicated to managing customer interactions and operational tasks across key customer workstreams. You’ll work closely with our Voice of the Customer, Customer Trust, Operations, WFM and CX Eng teams to improve our product and general customer-facing processes to provide clear, thoughtful, and accurate support systems to help customers.

You’ll need to understand how our products and internal teams work in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.

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 across your team. Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
• Process Improvements, AI & Automation: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization including AI tools and automation to make Support faster and more effective. Take ideas from pilot to production while keeping every workflow within our compliance, privacy, and regulatory standards
• Cross-Functional Collaboration: Work with compliance, engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
• Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
• Hands-On Leadership: Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations, and help wherever the team needs as a leader on the front lines

What we’re looking for:

• 3+ years of experience leading customer support or other 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 support teams growing quickly
• Enjoyment in teaching and mentoring others on how to become really skilled at support
• Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams
• Comfort navigating data visualization tools (Omni, Metabase, etc.)
• Experience managing complex operational projects that affect multiple teams
• Consistent empathy while helping entrepreneurs build successful businesses
• The ability to break down hard problems into clear, understandable pieces, and to use data to drive decisions (even when the data is not perfect)
• A penchant for questioning the first answer, and enjoyment in going levels deeper to find all the edge cases
• Rigor when designing new processes, and a high bar for the quality of your work
• Creativity while working within difficult constraints

The ideal candidate may also have:

• 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 (a plus)

*While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

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