Remember when flying first took off and everyone thought the hardest part was just building the plane? Turns out, keeping planes from bumping into each other in the clouds was the real puzzle. At Mercury, we are hitting that exact inflection point. We are growing fast, aiming to become a bank, and we need someone who can help us build the air traffic control system for our customer support operations. If you love building structure out of chaos and want to help us scale safely while keeping our signature customer empathy alive, read on. This is a fully remote role you can do from anywhere in the world.

Overview

As our Senior Customer Support Controls and Governance Program Manager, you will sit right at the intersection of operational excellence and regulatory readiness. Your very first mission is a massive one. You will help our customer support team gear up for bank charter examinations, making sure we meet every rigorous standard without losing the speed and heart our customers expect. You will design the frameworks, controls, and governance rhythms that turn a great support team into a bank-grade powerhouse.

Key Responsibilities

Design and implement robust operational controls and governance mechanisms tailored specifically for a high-growth customer support environment.
Partner closely with compliance, legal, and operational leaders to prepare our support organization for upcoming bank charter examinations.
Establish clear ownership structures, structured procedures, and real-time coordination systems to manage risk effectively.
Monitor support operations continuously, identifying gaps and building scalable solutions that do not bog down daily progress.
Translate complex regulatory requirements into practical, day-to-day workflows that support agents can easily follow.

Requirements

Extensive experience in program management, risk management, or operations within heavily regulated industries like fintech or banking.
A proven track record of designing and implementing governance frameworks or controls from scratch.
Deep familiarity with customer support operations and the unique challenges of scaling support teams.
Exceptional communication skills with the ability to bridge the gap between frontline agents and executive leadership.
A natural curiosity and a strong desire to solve complex coordination problems in a remote-first setting.

What You'll Gain

The chance to lead a historic operational transformation during a pivotal moment in Mercury's growth story.
Complete location independence with a truly global, remote-first team.
Generous compensation, comprehensive benefits, and plenty of room for professional growth.