Customer Support Manager at Mercury

Overview

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.

Responsibilities

• Help drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning & Development, and other teams
• Create alignment across teams to achieve strategic goals and objectives
• Introduce clarity in ambiguous spaces to drive decision-making and action
• Design and implement programs that enhance customer experience and operational efficiency
• Collaborate with stakeholders to identify and prioritize program initiatives
• Develop and track key performance indicators to measure program success

Requirements

• Proven experience in customer support, program management, or a related field
• Strong understanding of customer experience principles and practices
• Excellent communication, collaboration, and project management skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong analytical and problem-solving skills, with attention to detail

Benefits

Competitive salary and benefits package, with opportunities for growth and professional development in a dynamic and innovative company.

Apply

If you are a motivated and experienced customer support professional looking to make a meaningful impact, please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.