Customer Support Strategic Program Manager

Role overview

Mercury is looking for a Customer Support Strategic Program Manager to strengthen the way its Customer Experience organization operates. This role is part of the Customer Experience Strategy & Planning team and is centered on creating alignment, removing uncertainty, and building programs that help cross-functional teams work with more consistency, speed, and confidence.

Rather than relying on heavy process or rigid control, this position focuses on designing practical operating rhythms and scalable systems that improve how customer support and customer experience teams collaborate, execute, and adapt as the company grows.

The role is suited to someone who is highly organized, collaborative, and motivated by making team operations simpler, clearer, and more effective.

Key focus areas

You will support strategic and operational work across Customer Experience, helping drive initiatives that improve both customer-facing and internal support operations. The job involves partnering closely with Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to coordinate dependencies, define ownership, and keep programs moving forward.

You will also help shape processes, tools, workflows, and operating practices that support Mercury’s scaling efforts, while contributing to program management rituals that improve prioritization, communication, accountability, and execution.

What you will do

• Lead strategic and operational programs across Customer Experience that improve the experience for customers and support agents.
• Work across teams such as Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to align priorities and manage interdependencies.
• Bring structure to undefined or evolving initiatives by identifying next actions, clarifying responsibilities, and building practical execution plans.
• Improve CX processes, tooling, workflows, and operating practices so teams can scale more effectively.
• Help maintain program management systems and meeting cadences that strengthen prioritization, communication, ownership, and delivery.
• Use data and operational insights to spot patterns, highlight opportunities, and inform decisions on CX programs.
• Move initiatives from planning into rollout and adoption, supporting teams through change in a thoughtful way.
• Simplify experiences, workflows, and systems so they are intuitive, scalable, and useful for both customers and internal teams.

Experience and capabilities needed

The ideal candidate brings 4 to 6 years of experience in program management, operations, customer experience, support strategy, or a related field. Prior exposure to cross-functional programs with multiple stakeholders and moving parts is important.

You should be able to stay organized across several priorities at once, communicate clearly in writing and verbally, and remain effective in ambiguous situations where structure still needs to be built. A calm, low-ego style of partnership and a genuine interest in helping teams work better together will be especially valuable.

The role also calls for a proactive mindset, a habit of continuous improvement, and an instinct for reducing friction by simplifying systems over time.

Additional experience that would help

It is beneficial to have worked with tools such as Zendesk, Asana, Notion, or similar platforms. Experience in Customer Support, Customer Experience, Operations, or other service-focused environments would also be useful.

Comfort working with data in tools like Google Sheets, Looker, SQL, or comparable systems is an added advantage. Exposure to change management, process improvement, or operational scaling work will also be relevant.

An interest in designing workflows that balance structure with flexibility is considered a plus.

Compensation and benefits

Mercury states that the total rewards package includes base salary, equity in the form of stock options or RSUs, and benefits.

The company notes that compensation is competitive within the SaaS and fintech market and is adjusted regularly using compensation survey data. Final offers are based on experience, expertise, geographic location, and internal pay equity.

• Canadian employees in any location: CAD 115,000 to CAD 143,700 annual base salary.
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: USD 121,700 to USD 152,100 annual base salary.
• US employees outside those listed metros: USD 109,500 to USD 136,900 annual base salary.

Equal opportunity and accommodations

Mercury is an equal opportunity employer and considers all applicants 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.

The company also says it will provide reasonable accommodations during the recruitment process for applicants with disabilities or special needs. Candidates who need assistance should inform their recruiter after being contacted about the role.