Mercury

1 month ago

Customer Support Strategic Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead cross-functional customer experience programs, aligning Product, Engineering, Learning & Development, Risk, and CX ops to improve customer and agent experiences. Drive ambiguity into scalable, well-structured initiatives, enabling Mercury to scale with clearer ownership, better collaboration, and data-informed decision making across CX.

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead and manage strategic CX programs from planning through rollout and adoption.
•Coordinate cross-functionally with Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to align dependencies and ensure clear ownership.
•Structure ambiguous initiatives by defining next steps and scalable execution plans.
•Improve CX processes, tooling, workflows, and operational practices to support Mercury’s scaling.
•Contribute to program management systems and rituals to improve prioritization, communication, accountability, and execution across the organization.

Key Requirements

•4–6 years of 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.
•Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist.
•Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization.

Experience:4-6 yearsCustomer experienceOperationsProgram management

Skills:CommunicationCollaborationProblem-solvingOrganizationAttention to detail

Languages:English

Tech Stack:ZendeskAsanaNotionGoogle SheetsLookerSQL

Company Brief

Mercury

Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn

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Mercury

1 month ago

Customer Support Strategic Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead and manage strategic CX programs from planning through rollout and adoption.
•Coordinate cross-functionally with Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to align dependencies and ensure clear ownership.
•Structure ambiguous initiatives by defining next steps and scalable execution plans.
•Improve CX processes, tooling, workflows, and operational practices to support Mercury’s scaling.
•Contribute to program management systems and rituals to improve prioritization, communication, accountability, and execution across the organization.

Key Requirements

•4–6 years of 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.
•Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist.
•Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization.

Experience:4-6 yearsCustomer experienceOperationsProgram management

Skills:CommunicationCollaborationProblem-solvingOrganizationAttention to detail

Languages:English

Tech Stack:ZendeskAsanaNotionGoogle SheetsLookerSQL

Company Brief

Mercury

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn