Support Manager

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 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 a strategic, thoughtful Manager to help us continuously augment our support experience as we scale quickly.

You’ll focus on managing and inspiring a team of front-line leaders while working on impactful projects to improve the efficiency and effectiveness of the support team (~80 people) as a whole. You’ll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes.

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.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

As a Support Manager, you will be responsible for the growth of the Support team focusing on:

Lead & Develop:

• Hire, mentor, and develop a high-performing team of 3-5 team leads
• Coach team leads to effectively manage their teams, prioritize development, and foster an environment of continuous learning
• Cultivate a team culture that emphasizes ownership, customer advocacy, and operational excellence
• Create pathways for professional growth across the team to retain top talent and nurture future leaders

Focus on Team Culture:

• Build a strong, inclusive, and engaging support culture across our amazing support team
• Foster an environment where agents feel empowered, valued, and motivated to provide exceptional support experiences

Performance Management:

• Drive team performance by setting clear expectations, establishing KPIs, and ensuring accountability
• Analyze team performance metrics to identify trends, recognize strengths, and address areas for improvement

Operational Excellence:

• Refine and scale support processes, balancing efficiency with a high-touch customer experience
• Identify and lead strategic initiatives that enhance support team productivity and improve service quality
• Drive adoption of new tools and processes through research, industry best practices, proactive communication, and effective change management

Customer Advocacy:

• Serve as a champion for customers by leveraging data-driven insights to advocate for improvements across products and processes
• Partner with product, engineering, and banking teams to address customer pain points and drive long-term solutions

Cross-Functional Collaboration:

• Collaborate with internal partner teams to resolve complex issues, streamline operations, and enhance the overall customer experience
• Partner with Mercury leadership to develop a successful growth strategy that scales with Mercury’s expanding needs
• Build relationships across the organization to ensure customer support is integral to product development and the broader business strategy
• Work closely with Product and Engineering teams to improve tools, systems, and processes that directly impact support operations

Hands-On Leadership:

• Support the team during peak times or high-impact incidents by stepping in wherever needed to ensure our customers and team have a great experience
• Act as a sounding board for team leads, providing guidance and expertise when navigating the challenges that come with leading a growing team

You have:

• 5+ years experience leading a highly productive team of both individual contributors and Team Leads, preferably at high-growth technology companies
• Deep knowledge, understanding and experience implementing best-in-class customer support practices and initiatives
• The ability to inspire a team of support specialists while empowering support leadership
• A balanced approach that values people-first leadership alongside data-driven decision-making
• Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.)
• A knack for seeking out efficiencies in every step of a process and paying close attention to detail
• A love for problem-solving and making teams, products, and processes more efficient
• A delight in providing exceptional customer experiences and ensuring customer satisfaction
• Excellent organizational and planning skills to effectively manage multiple priorities
• The ability to communicate complex concepts with clarity and efficiency, both in speech and writing
• Strong time management skills and the ability to command your own schedule effectively
• Agility and adaptability to thrive in a dynamic, fast-paced startup environment

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,500 – $183,100 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $131,900 – $164,800 USD
• Canadian employees (any location): CAD $133,300 – $166,600

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.