Customer Support Manager ‑ Risk
MercuryVerified company
San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
Pay
$55.5–$69.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
Open to people in the United States
About the role
Mercury is hiring a Customer Support Manager for its Risk Support team to lead specialists handling risk-related customer interactions and operational tasks. The role focuses on managing a BPO partner, scaling proactive and VIP support programs, and improving processes with AI and automation; it is remote within the US or Canada.
What you'll do
- Lead and develop a Risk Support specialist team
- Manage and scale a Risk Support BPO partner
- Expand proactive outreach and VIP/managed support
- Own team performance management and coaching
- Improve support processes with AI and automation
- Collaborate with compliance, engineering, product, and banking partners
- Advocate for customers using data-driven insights
- Handle escalations and support tickets during peak times
What you'll need
- 3+ years leading customer support or risk user-facing teams
- Familiarity with KYC, KYB, AML, and regulatory requirements
- Collaborative leadership and shared ownership
- Experience adding structure to fast-growing support teams
- Mentoring and teaching support skills
- Cross-functional work with engineering, product, risk, and compliance
- Comfort with data visualization tools
- Experience managing complex operational projects
Skills
Benefits
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Applications close on 18 November.