customer support
Posted 2 days agoCustomer Support Strategic Program Manager
at mercury
San Francisco New York Ny Portland Or Or Within Canada Or United States, United StatesRemote
Responsibilities
- Drive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experience
- Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales
- Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives
- Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively
Requirements
- experience in program management, operations, customer experience, support strategy, or related roles •
- Experience leading or contributing to cross-functional programs with multiple stakeholders and moving parts
- Strong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneously
- Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization
- Familiarity with tools like Zendesk, Asana, Notion, or similar operational platforms •
- Experience working within Customer Support, Customer Experience, Operations, or other service-oriented organizations
- Comfort working with data in tools like Google Sheets, Looker, SQL, or similar platforms
Benefits
- 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: $121,700 - $152,100
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 - $136,900
- Canadian employees (any location): CAD $115,000 - $143,700
Additional details
- Buckminster Fuller popularized the concept of “tensegrity” — structures that hold together not because of rigid hierarchy, but because carefully balanced forces create stability, flexibility, and strength at the same time.
- As a CS Strategic Program Manager at Mercury, you’ll help build that kind of operating system for Customer Experience. You won’t do it through a heavyweight process or top-down control.
- You’ll do it by creating alignment across teams, introducing clarity in ambiguous spaces, and designing programs that help the organization move with more coordination, confidence, and speed.
- Experience Strategy & Planning team and focuses on some of the most important operational and strategic work across CX.
- You’ll help drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning & Development, Risk, and Systems Administration.
- You’ll be trusted to bring structure to evolving problems, connect dots across teams, and help turn good ideas into durable execution.
- The right person for this role is highly organized, deeply collaborative, and energized by improving how teams work together. What you’ll do:
- Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution
- Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization
- Focus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams What You Bring to the Table: 4–6 years of