104K–130K USD / year
Customer Support Manager - Risk
OperationsWorkplace — USA
Published on 2026-10-05
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
The Customer Support Manager - Risk will lead a team responsible for managing customer interactions related to risk processes, ensuring a high-quality support experience. This role involves collaborating with various internal teams and managing partnerships to improve support operations as the company grows.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
The team
Risk Support team
What you'll do
- Hire, mentor, and manage a support team.
- Set team strategy with existing Risk Support Manager.
- Manage BPO partnership for Risk Support.
- Expand proactive outreach and VIP support programs.
- Drive team performance management and continuous improvement.
- Refine support processes using AI and automation.
- Collaborate cross-functionally to resolve complex issues.
- Actively support team during peak times.
What we're looking for
- 3+ years in customer support or Risk user-facing teams.
- Familiarity with KYC, KYB, AML processes.
- Collaborative leadership style.
- Experience in structuring quickly growing support teams.
- Ability to teach and mentor effectively.
- Cross-functional partnership experience.
- Data visualization tool navigation skills.
- Experience managing complex operational projects.
Nice to have
- Experience managing a BPO or support vendor.
- Experience scaling proactive or VIP support programs.