[All remote jobs](https://jobicy.com/jobs.md)[![Mercury logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2023/11/dfb1112a-221.jpeg)](https://jobicy.com/company/mercury.md)[Mercury](https://jobicy.com/company/mercury.md) # Customer Support Manager AI Summary Mercury is seeking a Customer Support Manager to lead, coach, and develop a cohort of support specialists in a fast-growing fintech environment. The role owns team performance, operational workflows, escalations, and continuous improvement of customer support systems. It partners closely with product, engineering, compliance, risk, banking partners, and customer-experience teams. The manager will implement AI and automation responsibly while maintaining privacy, regulatory, and quality standards. This is a hands-on people leadership role that may require joining ticket handling during peak periods and critical issues.[Apply for this job](#job-application)[View company](https://jobicy.com/company/mercury.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 103,900–129,800 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished15 Nov 2026Apply before15 Dec 2026Listing views37Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. [Mercury](https://jobicy.com/company/mercury.md) is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 450,000 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 an operational-focused, thoughtful Support Manager to help us continuously improve our Customer Support experience as we scale quickly. You’ll join as a manager on our Customer Support team, partnering closely with our existing Customer Support Leadership team to execute the operational function of the team and support the wider strategic vision. You’ll manage your own cohort of specialists who are dedicated to managing customer interactions and operational tasks across key customer workstreams. You’ll work closely with our Voice of the Customer, Customer Trust, Operations, WFM and CX Eng teams to improve our product and general customer-facing processes to provide clear, thoughtful, and accurate support systems to help customers. 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. ### Your Role: * 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 ### What we’re looking for: * 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 ### The ideal candidate may also 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/managed support programs (a plus) *While we’ve received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. #LI-RP1 Total Rewards The total rewards package at Mercury includes base salary, equity (stock options/RSUs), 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: $115,400—$129,800 USD US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $103,900—$116,800 USD Show more [Apply now >](https://jobicy.com/jobs/162274-customer-support-manager-4.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position combines people management with complex fintech support operations, compliance constraints, cross-functional delivery, and escalation handling. Success requires strong operational judgment, data fluency, and the ability to scale processes under rapid growth. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$116,850US market range (per year)$95k–$140k0$154k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer discloses a USD 103,900–129,800 base-salary range, varying by US geographic pay zone. The annual period is inferred from the full-time US base-salary context because the posting does not explicitly state a cadence. The estimated US market range for a customer support manager in fintech is USD 95,000–140,000 per year. ## Core skills Skills and capabilities most closely associated with this opportunity. 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