Customer Support Manager

Mercury is hiring a Customer Support Manager to lead a team of support specialists and improve its customer support experience as the company scales. The role oversees team performance, support processes and automation, and cross-functional work to resolve customer issues and improve products and customer-facing processes.

Responsibilities:

• 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

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
• 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
• 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)