Customer Support Manager (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within the United States. Office or remote work is available.

Base salary: $115,400–$129,800 USD for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area; $103,900–$116,800 USD elsewhere in the United States.

Company

Mercury is building a complete finance stack for startups and small businesses, combining fintech and SaaS products with product-driven customer support.

What you will do

• Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the U.S. banking system.
• Set team goals, track performance metrics, provide coaching, and drive continuous learning and improvement.
• Refine support processes and build workflows using AI tools and automation while maintaining compliance, privacy, and regulatory standards.
• Partner with compliance, engineering, product, banking, risk, operations, workforce management, and CX teams to resolve complex issues and improve customer-facing processes.
• Use customer insights, data, and narratives to advocate for product and support improvements.
• Provide hands-on leadership during peak periods and critical issues, including ticket support and escalation handling.

Requirements

• 3+ years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies.
• Collaborative leadership style and comfort sharing ownership of a function with a peer manager.
• Experience adding structure to rapidly growing support teams and teaching or mentoring support professionals.
• Experience partnering cross-functionally with engineering, product, risk, and compliance teams.
• Comfort using data visualization tools such as Omni or Metabase.
• Experience managing complex operational projects affecting multiple teams.
• Empathy for entrepreneurs, strong problem decomposition and data-driven decision-making skills, and attention to edge cases.
• Rigor in process design, a high quality bar, and creativity when working within difficult constraints.

Nice to have

• 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 support programs.

Culture & Benefits

• Employment includes base salary, equity through stock options or RSUs, and benefits.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable accommodations throughout recruitment.
• Support work must operate within applicable compliance, privacy, and regulatory standards.