Customer Support Learning & Development Manager

At Mercury, we’re rethinking financial tools for startups and businesses, building intuitive banking* experiences that empower our customers to focus on what they do best. We take the same approach internally - fostering a culture of curiosity, innovation, and continuous improvement. Our Customer Support team plays a crucial role in delivering exceptional experiences, and we're looking for a Customer Support Learning & Development (L&D) Manager to help us scale learning in a way that’s engaging, impactful, and true to our ethos.

In this role, you’ll report to our Head of Support Ops and Strategy and own the learning and development strategy for our Customer Support team. You’ll have the opportunity to build something meaningful alongside an incredible team, helping Mercury scale with confidence. If you love making complex things simple and finding creative ways to reach people, we’d love to chat!

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC.

Here are some things you’ll do on the job:

• Own and lead the L&D strategy for Customer Support, ensuring the team has the knowledge and skills needed to succeed
• Design and maintain engaging training materials in various formats (e-learning, live sessions, external resources, etc.)
• Implement measurement strategies to assess training effectiveness and make data-driven improvements
• Experiment with new learning approaches, quickly testing and iterating on what works
• Collaborate with Support Leadership to ensure training aligns with business goals and drives team performance
• Partner with cross-functional teams to keep training content accurate, up-to-date, and aligned with company-wide initiatives
• Lead a team of L&D specialists, fostering a culture of continuous learning, innovation, and growth
• Coach and develop team members, supporting their professional growth and impact
• Keep training initiatives focused on the highest-impact areas, aligning efforts with company and Customer Support priorities

You have:

• 6+ years of experience in learning & development, training, or a similar field, with a strong track record of designing and delivering impactful learning programs
• 4+ years of experience leading a team, including coaching, performance management, and professional development
• A creative and learner-centric approach to training—understanding how to make complex topics engaging and accessible
• Strong influence and communication skills, with the ability to guide conversations and drive alignment across teams
• Exposure across operational disciplines like QA, WFM, Knowledge Mgmt. etc.
• A strategic mindset for scaling learning programs, leading transformation efforts, and supporting teams through change

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: $146,500 - $190,800
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $131,900 - $171,700
• Canadian employees (any location): CAD $138,400 - $180,300

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 here.

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