Workforce Management Lead

“Great things are not done by impulse, but by a series of small things brought together.”
- Vincent Van Gogh

We’re looking for a Workforce Management Lead to establish and grow the foundations of workforce management at Mercury. In this role, you’ll bring clarity and structure to how we staff and scale support - laying the groundwork for a function that empowers both our teams and our customers.

This is a newly created role within our Strategy & Planning team, focused on shaping the future of Workforce Management for our Customer Support team at Mercury. With an Analyst already in place, your focus will be on evolving the function with intention - bringing a balance of data-driven insight and agent-friendly design. You’ll drive alignment across teams, turn workforce data into high-impact decisions, and partner closely with Customer Support Leadership to define clear, shared responsibilities that support a well-coordinated, high-performing support organization.

Key Responsibilities:

• Translate workforce data into clear, actionable insights that enable collaboration with Support leadership - helping them prioritize staffing decisions, weigh trade-offs, and model the impact of upcoming changes.
• Set the strategic direction for Workforce Management in Customer Support, defining what great looks like as we scale across channels, time zones, and toward 24/7 support coverage.
• Guide and support Workforce Management team members, providing coaching, quality oversight, and direction as the function grows.
• Partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement to align workforce planning with upcoming launches, specialization needs, international team growth, and language expansion.
• Own and evolve long-term forecasting models, helping Mercury make smarter investments in people and process.
• Lead planning cycles and partner with Support Leads to define how schedules, staffing coverage, and channel management align with team goals and customer experience standards.
• Introduce and standardize scalable WFM processes from shift design and PTO planning to coverage models that account for time zone complexity, channel differences, and specialization across regions and functions.
• Own vendor relationships and tooling strategy for our WFM platform (Assembled) - ensuring we’re getting the most from our systems while preparing for future needs.
• Collaborate with CS Leadership to improve visibility into performance, staffing trends, and operational outcomes via dashboards and reporting infrastructure.
• Contribute to the broader CS Operations team by supporting cross-functional initiatives, change management efforts, and team-wide prioritization.

What You Bring to the Table:

• 3-5 years of experience in Workforce Management, Capacity Planning, or a related role in customer support or support operations.
• 2+ years of people management experience. 
• Experience working with Zendesk and using Explore to surface insights and inform staffing or operational decisions.
• A strong sense of ownership - you’re comfortable creating structure in ambiguity and leading systems end-to-end.
• Deep familiarity with support metrics such as SLA, AHT, occupancy, and shrinkage - and how they drive workforce strategy.
• Excellent communication and collaboration skills, especially across support, ops, and strategic functions.
• Proficiency with Excel or Google Sheets, including comfort working with large datasets and workforce models.
• Lead with curiosity and creativity, piloting new ways of thinking about workforce strategy. Whether it’s redesigning how we schedule, experimenting with performance metrics, or responding to shifting priorities with speed and care.
• Excellent collaboration and communication skills; you build strong relationships across disciplines and roles.
• A balance of execution and strategy - you’re hands-on, but always thinking about how to build for scale.

The Ideal Candidate Will Also Have:

• Experience scaling a workforce function from scratch in a high-growth or startup environment.
• Pr Ability to take a foundational Assembled setup and elevate it using best practices to optimize forecasting, scheduling, and performance metrics.
• Familiarity with Business Intelligence tools like Metabase.
• Experience staffing across numerous synchronous support channels like phones, messaging, and social.
• Some experience with vendor/BPO planning.
• A passion for helping support teams thrive through better systems, smarter planning, and shared alignment.

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: $135,000 - $168,700 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,500 - $151,800 USD
• Canadian employees (any location): CAD 127,600 - 159,400

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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