Customer Support Manager - Risk

Mercury•San Francisco, NY

2d•Remote

About The Position

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios. We’re working to build something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’re looking to bring on an operational-focused, thoughtful Support Manager to help us continuously improve our Risk Support experience as we scale quickly. You’ll join as the second manager on our Risk Support team, partnering closely with an existing Risk Support Manager to execute the operational function of the team and support the wider strategic vision. You’ll manage your own cohort of specialists who are dedicated to managing customer interactions and operational tasks across key risk-related workstreams. You’ll collaborate with multiple Risk teams at Mercury, including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX, to provide clear, thoughtful, and accurate support systems to help customers impacted by risk-related decisions or processes. Beyond your own team, you’ll help run a growing Risk Support operation: scoping and executing our BPO partnership strategy for Risk Support, and expanding newer programs like proactive outreach and VIP/managed support. You’ll also work closely with our engineering, design, business operations, and compliance teams to improve our product and customer-facing processes. This is a fincrime-oriented , CX-first operational support leadership role that connects the customer experience to Mercury’s internal risk infrastructure.

Requirements

3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies
A strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements
A collaborative leadership style and comfort sharing ownership of a function with a peer manager
Expertise in adding structure for support teams growing quickly
Enjoyment in teaching and mentoring others on how to become really skilled at support
Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams
Comfort navigating data visualization tools (Omni, Metabase, etc.)
Experience managing complex operational projects that affect multiple teams
Consistent empathy while helping entrepreneurs build successful businesses
The ability to break down hard problems into clear, understandable pieces, and to use data to drive decisions (even when the data is not perfect)
A penchant to question the first answer, and enjoyment in going levels deeper to find all the edge cases
Rigor when designing new processes, and a high bar for the quality of your work
Creativity while working within difficult constraints

Nice To Haves

Experience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management
Experience building or scaling proactive support, VIP, or high-touch/managed support programs (a plus)

Responsibilities

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 deciding what work is right to route to the partner vs. keep in-house
Program Expansion: Grow and scale newer programs like proactive outreach (reaching users before a Risk request becomes a blocker) and VIP/managed support for high-touch customers, defining the playbooks, staffing, and success metrics for each
Performance Management & Development: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement across your team and our BPO partner. Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
Process Improvements, AI & Automation : Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization including AI tools and automation to make Risk Support faster and more effective. Take ideas from pilot to production while keeping every workflow within our compliance, privacy, and regulatory standards
Cross-Functional Collaboration: Work with compliance, engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
Hands-On Leadership: Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations, and help wherever the team needs as a leader on the front lines