Remote opportunity at
MercuryCustomer Support Manager
Mercury serves startups and small businesses globally by building a comprehensive financial technology platform. To maintain a high-quality customer experience amidst rapid expansion, the company seeks…
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About This Role
Mercury serves startups and small businesses globally by building a comprehensive financial technology platform. To maintain a high-quality customer experience amidst rapid expansion, the company seeks a Customer Support Manager to direct an operational support team. This remote position involves coaching support specialists, establishing efficient workflows, and integrating artificial intelligence and automation tools into daily support operations. The manager will partner closely with engineering, product, compliance, and trust departments to…
Job Description
Mercury serves startups and small businesses globally by building a comprehensive financial technology platform. To maintain a high-quality customer experience amidst rapid expansion, the company seeks a Customer Support Manager to direct an operational support team.
This remote position involves coaching support specialists, establishing efficient workflows, and integrating artificial intelligence and automation tools into daily support operations. The manager will partner closely with engineering, product, compliance, and trust departments to resolve complex issues and champion user needs through data-driven insights.
Ideal candidates possess a collaborative leadership approach and a strong background in guiding user-facing teams within technology sectors. Professionals who enjoy mentoring others, structuring growing support units, and navigating intricate financial systems will find this role engaging.
Responsibilities
- Hire, mentor, and lead a customer support team focused on user assistance and the US banking system
- Oversee team performance by establishing clear goals, monitoring metrics, and providing regular coaching
- Develop and refine support processes and workflows utilizing automation and artificial intelligence tools
- Collaborate across departments including compliance, product, engineering, and banking partners to resolve complex customer issues
- Advocate for customer needs using data-driven insights and navigate customer escalations during peak times
Requirements
- Minimum of 3 years of experience leading customer support or user-facing teams
- Background working in high-growth technology companies
- Familiarity with data visualization tools such as Omni or Metabase
- Experience managing complex operational projects involving multiple teams
Qualifications
- Experience managing or partnering with business process outsourcing vendors, including oversight of SLAs and quality programs
- Background in building or scaling proactive support, VIP, or high-touch managed support programs
Core Skills
Benefits
- Base salary
- Equity including stock options and RSUs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting lists the remote status as remote.
What is the employment type?
The role is full-time.
What is the salary for this position?
For US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, the target base salary is $115,400 to $129,800 USD. For US employees outside of these areas, the range is $103,900 to $116,800 USD.
What level of experience is required?
Candidates must have at least 3 years of experience leading customer support or other user-facing teams, preferably within high-growth technology companies.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.