Customer Support Manager - Risk (Fully Remote)

Mercury; United States; Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Equity (stock options/RSUs)

Job summary

Mercury is seeking a seasoned leader to guide a risk-support team, ensuring excellent product knowledge and user support. You will partner with a peer manager to align on team strategy, standards, and processes while overseeing onboarding, QA, and SLA tracking with our Risk Support BPO partner.

The role requires 3+ years leading customer support or risk-facing teams in high-growth tech and deep AML/KYC/KYB regulatory know-how.

Qualifications

• 3+ years leading customer support or risk-facing teams in high-growth tech.
• Strong expertise in KYC, KYB, AML processes and regulatory requirements.
• Collaborative leadership style with shared ownership.

Responsibilities

• Lead and mentor a team of risk support specialists and ensure strong product knowledge.
• Partner with peer manager to align on team strategy, standards, and processes.
• Scope and manage Risk Support BPO partner, including onboarding, quality assurance, and SLA tracking.

Skills

Leadership

KYC/KYB/AML

Team collaboration

Job description

• Lead and mentor a team of risk support specialists, ensuring excellent product knowledge and user support.
• Partner with peer manager to align on team strategy, standards, and processes.
• Scope and manage Risk Support BPO partner, including onboarding, quality assurance, and SLA tracking.

What We're Looking For:

• 3+ years leading customer support or risk-facing teams in high-growth tech.
• Strong expertise in KYC, KYB, AML processes and regulatory requirements.
• Collaborative leadership style and comfort sharing ownership with a peer manager.

Total Rewards:

• Competitive base salary, equity (stock options/RSUs), and benefits.
• Salary ranges vary by location; for US employees in major cities: $115,400 - $129,800.

Commitment to diversity and equal employment opportunity.

Mercury

We build a complete finance stack for startups. Since our launch in 2019, we have grown to serve over 300,000 startups and small businesses worldwide.