Customer Support Manager - Risk

Mercury is hiring a Customer Support Manager for its Risk Support team. The role leads a team of support specialists, improves customer support operations and programs, manages a BPO partnership, and collaborates across risk, compliance, product, and engineering teams.

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: Help scope and manage our new Risk Support BPO partner, including onboarding and training, quality assurance, performance and SLA tracking, capacity planning, and deciding what work is right to route to the partner vs. keep in-house
• Program Expansion: Grow and scale newer programs like proactive outreach (reaching users before a Risk request becomes a blocker) and VIP/managed support for high-touch customers, defining the playbooks, staffing, and success metrics for each
• Performance Management & Development: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement across your team and our BPO partner. Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
• Process Improvements, AI & Automation: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization including AI tools and automation to make Risk Support faster and more effective. Take ideas from pilot to production while keeping every workflow within our compliance, privacy, and regulatory standards
• Cross-Functional Collaboration: Work with compliance, engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
• Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
• Hands-On Leadership: Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations, and help wherever the team needs as a leader on the front lines

Requirements:

• 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 really 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 (even when the data is not perfect)
• A penchant to question the first answer, and enjoyment in going levels deeper to find all the edge cases
• Rigor when designing new processes, and a high bar for the quality of your work
• Creativity while working within difficult constraints
• preferably in high-growth technology companies
• Experience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management
• Experience building or scaling proactive support, VIP, or high-touch/managed support programs (a plus)