Remote opportunity at
MercuryCustomer Support Manager - Risk
Mercury creates financial technology infrastructure for startups and small businesses worldwide, serving over 300,000 corporate clients since its 2009 launch. The company seeks a remote, full-time…
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About This Role
Mercury creates financial technology infrastructure for startups and small businesses worldwide, serving over 300,000 corporate clients since its 2009 launch. The company seeks a remote, full-time Customer Support Manager - Risk to join as the second manager on its Risk Support team. This operational leadership position bridges user experience with internal risk infrastructure, focusing on financial crime prevention and customer advocacy. The person in this role will partner closely with…
Job Description
Mercury creates financial technology infrastructure for startups and small businesses worldwide, serving over 300,000 corporate clients since its 2009 launch. The company seeks a remote, full-time Customer Support Manager - Risk to join as the second manager on its Risk Support team. This operational leadership position bridges user experience with internal risk infrastructure, focusing on financial crime prevention and customer advocacy.
The person in this role will partner closely with an existing Risk Support Manager to co-lead the team, guide a dedicated cohort of specialists, and collaborate with departments such as AML, Fraud, Onboarding, Sanctions, and Risk UX. Key duties involve managing BPO partnerships, scaling proactive outreach and VIP support programs, and leveraging AI and automation tools to streamline workflows while maintaining strict compliance standards.
This position suits leaders with a strong background in financial risk operations and customer support who enjoy coaching team members and tackling complex, cross-functional problems. Candidates must be comfortable navigating data visualization platforms and driving data-informed decisions in a fast-paced environment.
Responsibilities
- Hire, coach, and manage a team of customer support specialists handling risk-related user interactions.
- Collaborate with a peer Risk Support Manager to set strategy, align standards, and share operational coverage.
- Scope and oversee BPO partnerships, including quality assurance, training, capacity planning, and SLA tracking.
- Scale proactive outreach and VIP managed support programs by defining playbooks, staffing models, and success metrics.
- Drive team performance management by establishing goals, tracking operational metrics, and encouraging professional growth.
- Develop and refine support workflows, integrating AI and automation tools while adhering to privacy and compliance regulations.
- Partner cross-functionally with engineering, product, compliance, and banking teams to resolve complex cases and enhance customer experience.
- Handle frontline tickets during peak periods, manage escalations, and advocate for customer needs using data-driven insights.
Requirements
- Minimum of 3 years of experience leading customer support or risk-facing user teams, ideally within fast-growing technology companies.
- Familiarity or direct expertise with KYB, KYC, AML, and other related regulatory requirements.
- Collaborative leadership style with the ability to share functional ownership alongside a peer manager.
- Demonstrated skill in introducing structure to rapidly expanding support organizations.
- Experience partnering cross-functional teams including engineering, product, risk, and compliance.
- Proficiency in navigating data visualization tools such as Metabase or Omni.
- Track record of managing complex operational projects that impact multiple internal teams.
Qualifications
- Experience managing or working alongside outsourced support vendors or BPO programs, including quality oversight and SLA tracking.
- Background in scaling proactive support, VIP, or high-touch managed support initiatives.
Core Skills
Benefits
- Competitive base salary
- Equity compensation including stock options and RSUs
- Comprehensive benefits package aligned with SaaS and fintech industry standards
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote full-time position.
What is the salary range for this role?
Target base salary ranges vary by location. For US employees in New York City, Los Angeles, Seattle, or San Francisco Bay Area, the range is $115,400 to $129,800 USD. For other US locations, it is $103,900 to $116,800 USD. For Canadian employees, it is $109,100 to $122,700 CAD.
What level of experience is required?
Candidates must have at least 3 years of experience leading customer support or risk-facing user teams, preferably in high-growth technology companies.
How do I apply for this position?
The posting does not specify the application submission process.
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