CX-First FinCrime Risk Support Manager

Mercury Technologies, Inc.; San Francisco (CA); Remote; USD 115,000 - 130,000; Full time

Job summary

Mercury Technologies, Inc. is seeking a fincrime-oriented, CX-first Risk Support Manager to lead a growing team of specialists across risk-related workstreams.

You will partner with the current Risk Support Manager to operate and scale our risk customer interactions and operational tasks while aligning with AML, fraud, and onboarding teams. You will drive program expansion, performance management, and cross-functional collaboration, including AI-based workflows, while maintaining compliance and

Qualifications

• 3+ years of experience leading customer support or Risk user-facing teams in high-growth tech
• Familiarity or expertise with KYC, KYB, AML processes and other regulatory requirements
• Collaborative leadership style and ability to share ownership with a peer manager
• Experience adding structure for support teams growing quickly
• Strong mentoring and coaching capabilities to develop others in support

Responsibilities

• Lead and develop a customer support team focused on product knowledge, user support, and US banking systems
• Partner with the existing Risk Support Manager to align team strategy, standards, and processes
• Scope and manage a Risk Support BPO partner, including onboarding, QA, SLAs, and capacity planning
• Expand programs like proactive outreach and VIP/managed high-touch support with playbooks and metrics
• Own performance management with clear goals and data-driven improvements across teams and partner
• Refine support processes and adopt AI and automation within compliance standards
• Collaborate cross-functionally with compliance, engineering, product, and banking partners
• Advocate for customers by using data-driven insights to improve the product and service
• Be hands-on during peak times, supporting escalations and guiding the team on the front lines

Skills

Team leadership

KYC/KYB/AML

Cross-functional collaboration

Data visualization

Process improvement

Problem solving

Vendor management

Tools

Omni

Metabase

Job description

Mercury Technologies, Inc. is seeking a fincrime-oriented, CX-first Risk Support Manager to lead a growing team of specialists across risk-related workstreams.

You will partner with the current Risk Support Manager to operate and scale our risk customer interactions and operational tasks while aligning with AML, fraud, and onboarding teams. You will drive program expansion, performance management, and cross-functional collaboration, including AI-based workflows, while maintaining compliance and