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Salary: USD 115,400 - 129,800 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. You will join as the second manager on the Risk Support team, leading a cohort of customer support specialists focused on risk-related customer interactions and operational tasks.
You will manage your own team of specialists dedicated to handling customer interactions across key risk workstreams including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX. Beyond direct team management, you will help run the growing Risk Support operation by scoping and executing a BPO partnership strategy, expanding proactive outreach programs, and developing VIP/managed support offerings. You will collaborate closely with an existing Risk Support Manager to set team strategy, align on standards and processes, and maintain consistent operations across both cohorts.
Key responsibilities include hiring and mentoring a customer support team with strong product knowledge and banking system expertise; partnering with the existing Risk Support Manager on strategy and coverage; managing the BPO partnership including onboarding, training, quality assurance, and performance tracking; growing newer programs like proactive outreach and VIP support with defined playbooks and success metrics; owning team performance management with clear goals and continuous improvement; refining support processes and implementing AI tools and automation within compliance and regulatory standards; collaborating cross-functionally with compliance, engineering, product, and banking partners to resolve complex issues and improve customer experience; advocating for customer needs with data-driven insights; and being hands-on during peak times or critical issues.
This is a fincrime-oriented, CX-first operational support leadership role that connects 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
- 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 to become 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 affecting multiple teams
- Consistent empathy while helping entrepreneurs build successful businesses
- Ability to break down hard problems into clear, understandable pieces and use data to drive decisions
- Willingness to question assumptions and go deeper to find edge cases
- Rigor when designing new processes with high quality standards
- Creativity while working within difficult constraints
IDEAL CANDIDATE MAY ALSO HAVE:
- 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
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
