FinCrime Risk & CX Support Manager

Mercury; Portland (OR); On-site; USD 104,000 - 117,000; Full time

Job summary

Mercury is seeking an operationally focused Risk Support Manager to lead a team of specialists handling risk-related customer interactions and tasks.

You’ll partner with the existing Risk Support Manager to scale the function, manage a BPO partnership, and expand proactive and high-touch support programs while collaborating with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX teams to optimize processes.

Qualifications

• 3+ years of experience leading customer support or other Risk user-facing teams.
• A strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements
• A 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 (Omni, Metabase, etc.)
• Experience managing complex operational projects that affect multiple teams
• Consistent empathy while helping entrepreneurs build successful businesses
• The ability to break down hard problems into clear, understandable pieces, and to use data to drive decisions
• A penchant to question the first answer, and enjoyment in going levels deeper to find edge cases
• Rigor when designing new processes, and a high bar for the quality of your work
• Creativity while working within difficult constraints

Responsibilities

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
• Partner in Leadership: Work hand-in-hand with our existing Risk Support Manager to set team strategy, align on standards and processes, share coverage, and keep both cohorts operating as one consistent Risk Support team
• BPO Partnership: Scope and manage our new Risk Support BPO partner, including onboarding and training, quality assurance, performance and SLA tracking, capacity planning
• Program Expansion: Grow and scale newer programs like proactive outreach and VIP/managed support, defining playbooks and success metrics
• Performance Management & Development: Own team performance management by setting goals, tracking metrics, and driving continuous improvement
• Process Improvements, AI & Automation: Refine and evolve support processes with AI tools and automation while staying compliant
• Cross-Functional Collaboration: Work with compliance, engineering, product, and banking partners to resolve issues and improve customer experience
• Customer Advocacy: Champion customers with data-driven insights and compelling narratives
• Hands-On Leadership: Dive into tickets during peak times and support the team on the front lines

Skills

Leadership

KYC/KYB/AML

Cross-functional

Mentoring

Data-driven decisions

Problem breakdown

Process design

Empathy

Creativity

Project management

Tools

Omni

Metabase

Job description

Mercury is seeking an operationally focused Risk Support Manager to lead a team of specialists handling risk-related customer interactions and tasks.

You’ll partner with the existing Risk Support Manager to scale the function, manage a BPO partnership, and expand proactive and high-touch support programs while collaborating with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX teams to optimize processes.