Remote opportunity at
MercuryCustomer Support Manager - Risk
Mercury is constructing a comprehensive financial infrastructure for startups, serving over 300,000 small businesses and startup enterprises globally since its launch in 2019. To maintain exceptional…
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About This Role
Mercury is constructing a comprehensive financial infrastructure for startups, serving over 300,000 small businesses and startup enterprises globally since its launch in 2019. To maintain exceptional customer experience during complex scenarios, the company is hiring a Customer Support Manager - Risk to join as the second manager on the Risk Support team. In this role, the candidate will collaborate with an existing Risk Support Manager to execute operational functions and…
Job Description
Mercury is constructing a comprehensive financial infrastructure for startups, serving over 300,000 small businesses and startup enterprises globally since its launch in 2019. To maintain exceptional customer experience during complex scenarios, the company is hiring a Customer Support Manager - Risk to join as the second manager on the Risk Support team.
In this role, the candidate will collaborate with an existing Risk Support Manager to execute operational functions and support broader strategic goals. Responsibilities include managing a cohort of specialists handling risk-related interactions, collaborating with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX teams, and scaling the BPO partnership strategy. Additionally, the manager will grow proactive outreach and VIP support programs while working alongside engineering, design, business operations, and compliance departments to refine processes.
The position suits an operational-focused leader experienced in fintech or SaaS environments who understands financial crime workflows and customer experience. Mercury offers total rewards including base salary, equity through stock options or RSUs, and benefits.
Responsibilities
- Hire, mentor, and manage a customer support team focused on user support, product knowledge, and the US banking system
- Partner with the existing Risk Support Manager to establish team strategy, process standards, and shared coverage
- Scope and manage the new Risk Support BPO partner, overseeing onboarding, training, quality assurance, SLAs, and capacity planning
- Scale proactive outreach and VIP or managed support programs by defining playbooks, staffing models, and success metrics
- Own team performance management by tracking key metrics, establishing clear goals, and providing regular coaching
- Build workflows utilizing AI tools and automation to increase speed and efficiency while adhering to privacy and regulatory standards
- Collaborate cross-functionally with engineering, compliance, product, and banking partners to resolve complex customer issues
- Support the team by handling tickets directly during peak times and providing guidance on escalations
Requirements
- Minimum of 3 years of experience leading customer support or risk user-facing teams in high-growth technology companies
- Familiarity or expertise supporting KYC, KYB, AML processes, and regulatory requirements
- Comfort sharing a leadership function with a peer manager using a collaborative leadership style
- Ability to structure and organize fast-growing support teams
- Experience partnering cross-functionally with engineering, product, risk, and compliance teams
- Proficiency in navigating data visualization tools such as Omni or Metabase
- Experience managing complex operational projects involving multiple teams
Qualifications
- Experience managing or partnering with a BPO or outsourced support vendor, including quality programs and SLA management
- Experience building or scaling proactive, VIP, or high-touch managed support programs
Core Skills
Benefits
- Base salary
- Equity including stock options and RSUs
- Benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The posting specifies that the role can be based remotely within Canada or the United States, or out of headquarters in San Francisco, New York, or Portland.
What is the salary range for this position?
The salary depends on geographic location. For US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, the base salary is $115,400 to $144,200 USD; for US employees outside those areas, it is $103,900 to $129,800 USD; and for Canadian employees, it is $109,100 to $136,300 CAD.
What level of experience is required?
Candidates must have at least 3 years of experience leading customer support or risk user-facing teams, preferably in high-growth technology companies.
How can an applicant apply for this job?
Applicants can apply through the external link provided in the posting on We Work Remotely.
Sample Interview Questions
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