[Remote] Workforce Management Lead at Mercury

New York, New York, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

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
Deep familiarity with support metrics such as SLA, AHT, occupancy, and shrinkage - and how they drive workforce strategy
Proficiency with Excel or Google Sheets, including comfort working with large datasets and workforce models
Excellent communication and collaboration skills, especially across support, ops, and strategic functions
A strong sense of ownership - comfortable creating structure in ambiguity and leading systems end-to-end
Lead with curiosity and creativity, piloting new ways of thinking about workforce strategy

Responsibilities

Translate workforce data into clear, actionable insights that enable collaboration with Support leadership
Set the strategic direction for Workforce Management in Customer Support
Guide and support Workforce Management team members, providing coaching, quality oversight, and direction
Partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement to align workforce planning
Own and evolve long-term forecasting models
Lead planning cycles and partner with Support Leads to define how schedules, staffing coverage, and channel management align with team goals
Introduce and standardize scalable WFM processes from shift design to coverage models
Own vendor relationships and tooling strategy for the WFM platform (Assembled)
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

Skills

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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