Strategic Risk CX Lead - Support & Ops

Wwshemi; Northern (KY); On-site; USD 104,000 - 117,000; Full time

Job summary

Mercury is building a complete finance stack for startups and is expanding its Risk Support leadership to scale operations. The role focuses on managing a growing team of specialists, driving risk-support programs, and partnering with AML, KYB, and broader risk teams to deliver high-quality customer experiences.

You will lead a second Risk Support Manager cohort, shepherd BPO partnerships, and implement AI-enabled workflows while maintaining strict compliance and privacy standards.

Qualifications

• 3+ years of experience leading customer support or other Risk user-facing teams

Responsibilities

• Lead and mentor a customer support team focused on product knowledge and risk processes
• Partner with the existing Risk Support Manager to align on standards and processes
• Scope, onboard, and manage a Risk Support BPO partner with QA, SLAs, and capacity planning
• Expand programs like proactive outreach and VIP/high-touch support with defined playbooks and metrics
• Own team performance management with clear goals and data-driven coaching
• Refine support processes, exploring AI tools and automation within compliance and privacy standards
• Collaborate with compliance, engineering, product and banking partners to resolve complex issues
• Advocate for customers with data-driven insights and stakeholder narratives
• Be hands-on during peak times and escalations to support the team

Skills

Leadership

KYC/KYB/AML

Cross-functional collaboration

Data-driven decisions

Vendor management

Operational planning

Empathy

Tools

Omni

Metabase

Job description

Mercury is building a complete finance stack for startups and is expanding its Risk Support leadership to scale operations. The role focuses on managing a growing team of specialists, driving risk-support programs, and partnering with AML, KYB, and broader risk teams to deliver high-quality customer experiences.

You will lead a second Risk Support Manager cohort, shepherd BPO partnerships, and implement AI-enabled workflows while maintaining strict compliance and privacy standards.