Remote Customer Support Readiness Program Lead

Mercury Technologies, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 122,000 - 152,000; Full time

Job summary

Mercury Technologies, Inc. is seeking an experienced Senior Customer Support Operations Readiness Program Manager in a remote-eligible role.

You will coordinate readiness activities across customer support initiatives, partner with Support, Product, Risk, Engineering, and Enablement, and lead readiness motions for launches, tooling updates, and documentation. You will build centralized roadmaps, manage dependencies, and ensure teams are prepared with the right processes and enablement resources

Qualifications

• 3-5 years experience in operations readiness or similar roles in SaaS/fintech

Responsibilities

• Coordinate operational readiness activities across customer support initiatives, ensuring smooth launches and updates

Skills

Cross-functional coordination

Operational decision making

Process documentation

Change management

Stakeholder alignment

Communication skills

Leadership of change initiatives

Ownership and bias toward action

Adaptability in ambiguity

Collaboration across teams

Tools

Zendesk

Linear

Salesforce

Google Sheets

SQL

Job description

Mercury Technologies, Inc. is seeking an experienced Senior Customer Support Operations Readiness Program Manager in a remote-eligible role.

You will coordinate readiness activities across customer support initiatives, partner with Support, Product, Risk, Engineering, and Enablement, and lead readiness motions for launches, tooling updates, and documentation. You will build centralized roadmaps, manage dependencies, and ensure teams are prepared with the right processes and enablement resources