Customer Support Manager - Risk

Mercury is building a complete finance stack for startups. Since launching in 2019, our customer base has grown to over 300,000 startups and small businesses globally. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.

We are looking for an operational-focused, thoughtful Support Manager to help us continuously improve our Risk Support experience as we scale quickly. This is a fincrime-oriented, CX-first operational support leadership role connecting the customer experience to Mercury’s internal risk infrastructure.

Your Role

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system.
• Partner in Leadership: Work hand-in-hand with our existing Risk Support Manager to set team strategy, align on standards and processes, share coverage, and keep both cohorts operating as one consistent Risk Support team.
• BPO Partnership: Help scope and manage our new Risk Support BPO partner, including onboarding and training, quality assurance, performance and SLA tracking, capacity planning, and routing decisions.
• Program Expansion: Grow and scale newer programs like proactive outreach and VIP/managed support for high-touch customers, defining playbooks, staffing, and success metrics.
• Performance Management & Development: Own team performance management by setting clear goals, tracking key metrics, and fostering a culture of continuous learning.
• Process Improvements, AI & Automation: Refine and evolve support processes, building workflows that drive efficiency using AI tools and automation while maintaining compliance standards.
• Cross-Functional Collaboration: Work with compliance, engineering, product, and banking partners to resolve complex issues and improve product offerings.
• Customer Advocacy: Champion our customers' needs using data-driven insights and compelling narratives.
• Hands-On Leadership: Dive into tickets during peak times, serve as a sounding board for escalations, and support the front lines as needed.

What We’re Looking For

• 3+ years of experience leading customer support or Risk user-facing teams in high-growth technology companies.
• Strong familiarity or expertise supporting KYC, KYB, AML processes, and regulatory requirements.
• Collaborative leadership style and comfort sharing ownership of a function with a peer manager.
• Expertise in adding structure for fast-growing support teams.
• Passion for teaching and mentoring others on support skills.
• Experience partnering cross-functionally with engineering, product, risk, and compliance teams.
• Comfort navigating data visualization tools (Omni, Metabase, etc.).
• Experience managing complex operational projects affecting multiple teams.
• Consistent empathy and ability to break down complex problems using data.
• Rigor when designing new processes with a high bar for quality.