CX-Driven Risk Support Manager

Remote Jobs; San Francisco, New York, Portland (CA, NY, OR); Hybrid; USD 115,000 - 130,000; Full time

Job summary

Mercury is building a complete finance stack for startups and is scaling its Risk Support team in San Francisco. We are hiring an operational-focused, CX-first Risk Support Manager to lead a dedicated group of specialists and partner with AML, Fraud, ODD, onboarding, sanctions, and Risk UX to improve customer experiences around risk-related decisions.

You will drive team strategy with the existing Risk Support Manager, scope a new BPO partner, expand proactive outreach and VIP/managed support

Qualifications

• 3+ years of experience leading customer support or risk user-facing teams.
• Strong familiarity with KYC, KYB, AML processes.
• Collaborative leadership and ability to share ownership with a peer manager.
• Experience structuring fast-growing support teams.
• Enjoy mentoring others to become skilled at support.
• Experience partnering with engineering, product, risk, and compliance.
• Comfort with data visualization tools.
• Experience managing complex operational projects affecting multiple teams.
• Empathy for entrepreneurs building businesses.
• Ability to break down hard problems and use data to drive decisions.
• Curiosity to explore edge cases and think deeper.
• Rigor in designing processes and high work quality.
• Creativity within constraints.

Responsibilities

• Lead, hire, mentor, and manage a customer support team focused on product knowledge and US banking system.
• Partner with Risk Support Manager to set team strategy and standards.
• Scope and manage Risk Support BPO partner including onboarding, QA, SLAs, capacity planning.
• Grow programs like proactive outreach and VIP/managed support with playbooks and metrics.
• Own team performance management with goals and metrics; foster learning and coaching.
• Refine processes with AI and automation within compliance standards.
• Collaborate with compliance, engineering, product, and banking partners to resolve issues.
• Advocate for customers using data-driven insights.
• Be hands-on during peak times and escalations.

Skills

Leadership

KYC/KYB/AML

Cross-functional collaboration

Data visualization

Operational project mgmt

Customer empathy

Tools

Omni

Metabase

Job description

Mercury is building a complete finance stack for startups and is scaling its Risk Support team in San Francisco. We are hiring an operational-focused, CX-first Risk Support Manager to lead a dedicated group of specialists and partner with AML, Fraud, ODD, onboarding, sanctions, and Risk UX to improve customer experiences around risk-related decisions.

You will drive team strategy with the existing Risk Support Manager, scope a new BPO partner, expand proactive outreach and VIP/managed support