Risk & CX Support Leader

Mercury; United States; Hybrid; USD 130,000 - 160,000; Full time

Job summary

Mercury is building a complete finance stack for startups and is scaling its Risk Support team in the United States. You will lead and mentor a team of specialists focused on managing risk-related customer interactions and operational tasks, while partnering with other risk functions to improve processes.

This role emphasizes operational leadership, collaboration across engineering, design, and compliance, and the expansion of risk-focused support programs as Mercury grows.

Responsibilities

• Lead Develop: Hire, mentor, and manage a customer support team that excels in product knowledge and user support.
• Partner in Leadership: Collaborate with the existing Risk Support Manager to align on standards and processes.
• BPO Partnership: Scope, onboard, train, and monitor a risk support BPO partner with clear SLAs and QA.
• Program Expansion: Build proactive outreach and VIP/managed support programs with defined playbooks.
• Performance Management: Set goals, track metrics, and drive continuous improvement with coaching.

Job description

Mercury is building a complete finance stack for startups and is scaling its Risk Support team in the United States. You will lead and mentor a team of specialists focused on managing risk-related customer interactions and operational tasks, while partnering with other risk functions to improve processes.

This role emphasizes operational leadership, collaboration across engineering, design, and compliance, and the expansion of risk-focused support programs as Mercury grows.