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

Customer Support Manager

Responsibilities

Qualification

Required

Benefits

Company

Mercury

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