Customer Support Manager – Risk

🕒 4 days ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $103.9k - $129.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the US banking system • Partner with the existing Risk Support Manager to set strategy, align standards and processes, share coverage, and operate as one Risk Support team • Scope and manage the Risk Support BPO partnership, including onboarding, training, quality assurance, performance and SLA tracking, capacity planning, and work-routing decisions • Expand proactive outreach and VIP/managed support programs by defining playbooks, staffing, and success metrics • Set team goals, track key metrics, manage performance, and drive continuous improvement across the team and BPO partner • Refine support processes and build efficient workflows using AI tools and automation while maintaining compliance, privacy, and regulatory standards • Collaborate with compliance, engineering, product, and banking partners to resolve complex issues and improve customer-facing processes • Advocate for customers using data-driven insights and narratives • Provide hands-on support during peak times or critical issues and assist with escalations

🎯 Requirements

• 3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies • Strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements • 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 skilled at support • Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams • Comfort navigating data visualization tools such as Omni and Metabase • Experience managing complex operational projects affecting multiple teams • Ability to break down complex problems clearly and use data to drive decisions • Rigor when designing new processes and a high bar for work quality • 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 is a plus

🏖️ Benefits

• Base salary • Equity (stock options/RSUs) • Benefits • Equal Employment Opportunity • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs