Customer Support Technical Operations Manager

“The best way to predict the future is to create it.” - Peter Drucker

We’re looking for a Technical Operations Manager to build and lead the team behind the systems, tools, and processes that power Mercury’s Customer Support organization. This is a newly created role within our Customer Support Strategy & Operations group, focused on transforming TechOps from maintenance mode into a strategic, scalable function.

You’ll define the team’s charter, set its roadmap, and bring structure to how Support leverages technology - from AI and automation to ticketing systems & data integrations. In this role, you’ll balance technical fluency with operational design, connecting dots between Engineering, Product, and Support to ensure our systems run smoothly today while laying the groundwork for what’s next. Ultimately, you’ll help shape how technology enables Customer Support at Mercury.

• Lead and grow the Technical Ops team; own the domain from intraday management to long term planning
• Define and maintain actionable metrics, dashboards, and SLAs to drive performance and accountability
• Architect, configure, and manage the lifecycle of core systems (e.g. Zendesk, internal tools), including change control, QA, and rollback strategies
• Stay ahead of industry trends to evolve tooling and operational processes - continuously seek improvements in efficiency and scale
• Detect and remediate system weaknesses and single points of failure; lead incident response, post-mortems, and escalation practices
• Oversee sprint planning and execution for Ops initiatives & tasks; manage the backlog, dependencies, prioritization, and cross-functional coordination
• Ensure documentation, runbooks, and internal processes are up to date
• Act as the key interface between Technical Ops and internal or external stakeholders, sharing status, risks, and roadmap
• Lead onboarding of new products or partners from a tooling and operations perspective
• Champion automation, observability, and infrastructure-as-code practices; establish standards, templates, and processes to scale efficiently
• Thinks critically about AI and tooling - balancing innovation with practicality, keeping people at the center 

• 7+ years of experience in a technical operations, systems, or tooling engineering role (or adjacent)
• 5+ years of hands-on people management (ideally leading technical roles/teams)
• Deep expertise with Zendesk configuration and administration
• Strong technical literacy (APIs, integrations, cloud services, data pipelines, internal tooling)
• Demonstrated experience managing sprints, backlogs, and coordinating cross-team delivery
• Experience with incident management, root cause analysis, and reliability engineering concepts
• Excellent communication skills, able to translate technical complexity to non-technical audiences
• Vendor / third-party management experience
• Strong problem-solving mindset, bias for action, and proven track record of scaling systems and teams
• Brings fresh, creative thinking to complex operational challenges; likes reimagining old systems and charting new paths

• Familiarity with integration tools (Zapier, Workato, custom connectors)
• Exposure to solutions & systems beyond Zendesk
• Experience working in fintech, banking operations, or regulated environments
• Background in observability, monitoring, or reliability tooling

The total rewards package at Mercury includes base salary, equity (stock options), 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: $187,700 - $211,100 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $168,900 - $190,000 USD
• Canadian employees (any location): CAD $177,400 - $199,500

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered 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. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. [Please see the independent bias audit report covering our use of Covey for more information.] 

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