Customer Support Technical Operations Manager

Job Description

Key Responsibilities:Lead and grow the Technical Ops team; own the domain from intraday management to long term planningDefine and maintain actionable metrics, dashboards, and SLAs to drive performance and accountabilityArchitect, configure, and manage the lifecycle of core systems (e. g. Zendesk, internal tools), including change control, QA, and rollback strategiesStay ahead of industry trends to evolve tooling and operational processes – continuously seek improvements in efficiency and scaleDetect and remediate system weaknesses and single points of failure; lead incident response, post-mortems, and escalation practicesOversee sprint planning and execution for Ops initiatives & tasks; manage the backlog, dependencies, prioritization, and cross-functional coordinationEnsure documentation, runbooks, and internal processes are up to dateAct as the key interface between Technical Ops and internal or external stakeholders, sharing status, risks, and roadmapLead onboarding of new products or partners from a tooling and operations perspectiveChampion automation, observability, and infrastructure-as-code practices; establish standards, templates, and processes to scale efficientlyThinks critically about AI and tooling – balancing innovation with practicality, keeping people at the center What You Bring to the Table: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 administrationStrong technical literacy (APIs, integrations, cloud services, data pipelines, internal tooling)Demonstrated experience managing sprints, backlogs, and coordinating cross-team deliveryExperience with incident management, root cause analysis, and reliability engineering conceptsExcellent communication skills, able to translate technical complexity to non-technical audiencesVendor / third-party management experienceStrong problem-solving mindset, bias for action, and proven track record of scaling systems and teamsBrings fresh, creative thinking to complex operational challenges; likes reimagining old systems and charting new pathsThe Ideal Candidate Will Also Have:Familiarity with integration tools (Zapier, Workato, custom connectors)Exposure to solutions & systems beyond ZendeskExperience working in fintech, banking operations, or regulated environmentsBackground in observability, monitoring, or reliability toolingThe 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 USDUS employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $168,900 – $190,000 USDCanadian employees (any location): CAD $177,400 – $199,500

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