Support Manager, Mercury
West Coast
$131-183.1k
Salary applicable to US based candidates, dependent on location. Salary for candidates based in Canada: $133,300 - $166,600 CAD + Stock options
More information about location
Banking services for startups and small businesses
Job no longer available
Banking services for startups and small businesses
1001+ employees
Job no longer available
$131-183.1k
Salary applicable to US based candidates, dependent on location. Salary for candidates based in Canada: $133,300 - $166,600 CAD + Stock options
More information about location
1001+ employees
Company mission
To make scaling tech companies simpler with a personalized banking stack for startups, and power the next generation of companies that will shape the American industry.
Role
Who you are
- 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
What the job involves
- 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
- 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
- As a Support Manager, you will be responsible for the growth of the Support team focusing on:
- 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
Our take
Frustrated by the archaic, fee-laden banking services offered to entrepreneurs, the founders of Mercury set out to create a better solution. They envisioned a platform that was dynamic, tech-driven, and free from unnecessary fees.
Mercury delivers on this vision by automating business payment processes, offering FDIC-insured accounts, and providing full API access, empowering entrepreneurs with greater control and efficiency. This approach stands in stark contrast to traditional startup banking, which often burdens young businesses with high fees and limited functionality.
By prioritizing user experience and offering a free service tier, Mercury has attracted over 200,000 businesses and achieved a $3.5B valuation as of 2025. As a rising unicorn in the stagnant world of startup banking, mercury is backed by substantial funding and poised for continued growth, constantly adding new features and expanding its team to further disrupt the industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2025
$300m
SERIES C
Jul 2021
$120m
SERIES B
Total funding: $450.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Annual $1K learning & development budget
- Paid 6-week sabbatical after the 5-year mark
- Weekly $100 food budget
- Monthly $100 wellness budget
- Monthly $50 cellphone reimbursement
- Pet-friendly offices with free tea and beverages, plus lunch and snacks
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401K/RRSP)
- Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(Co-Founder & COO)Jason graduated from Stanford University with a Bachelor of Science in Biology before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(Co-Founder & CEO)Immad graduated from the University of Cambridge with a Masters in Computer Science. He then worked as a Software Developer at Aquila and Bloomberg. He also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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