Customer Support Learning & Development Manager - Remote

Overview

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 Short

• 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

Requirements

• 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

Benefits

• Competitive salary and equity (stock options)
• Comprehensive benefits package
• Opportunities for professional growth and development
• Supportive and innovative work culture
• Commitment to diversity and inclusion