Customer Support Manager

🔥 0 minutes ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $103.9k - $129.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 49 days.

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the US banking system • Set team goals, track key metrics, manage performance, and drive continuous improvement • Provide regular feedback, coaching, and professional development • Refine support processes and build efficient workflows using AI tools and automation • Move process ideas from pilot to production while maintaining compliance, privacy, and regulatory standards • Collaborate with compliance, engineering, product, and banking partners to resolve complex issues • Improve products and customer-facing processes based on Customer Support interactions • Advocate for customers using data-driven insights and compelling narratives • Handle tickets during peak times or critical issues and support escalations • Partner with Customer Support Leadership, Voice of the Customer, Customer Trust, Operations, WFM, and CX Engineering teams

🎯 Requirements

• 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 • Ability to break down hard problems into clear, understandable pieces and use data to drive decisions • Penchant for questioning the first answer and finding edge cases • Rigor when designing new processes and a high bar for work quality • Creativity while working within difficult constraints • 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)

🏖️ Benefits

• Base salary • Equity (stock options/RSUs) • Benefits • Equal Employment Opportunity employer • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs

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