Support Manager

Summary

Join Mercury, a rapidly growing fintech company, as a Support Manager and lead a team of 80+ support specialists. You will be responsible for hiring, mentoring, and developing a high-performing team, fostering a positive and inclusive work environment, and driving operational excellence. This role requires strong leadership skills, data analysis capabilities, and a deep understanding of customer support best practices. You will collaborate with various teams to improve products and processes, ensuring exceptional customer experiences. The position offers a competitive salary and benefits package, including equity.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• Base salary
• Equity (stock options)
• Benefits