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Customer Support Manager - Risk

Mercury· Support
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Hybrid (San Francisco, CA), Hybrid (New York, NY), Hybrid (Portland, OR), Hybrid (Remote (Canada/US))$115.4k - $144.2kfull-timePosted 2w ago

About the role

Operational-focused leadership role leading Risk Support, building and scaling a CX-first team that handles risk-related customer interactions, workflows, and program expansion in a fintech environment.

Responsibilities

  • Lead, mentor, and manage a customer support team focused on product knowledge, user support, and banking systems within the US.
  • Partner with the existing Risk Support Manager to align strategy, standards, and coverage across two cohorts.
  • Scope and manage the Risk Support BPO partnership, including onboarding, training, QA, SLA tracking, capacity planning, and decisioning work routing between partner and in-house teams.
  • Expand programs such as proactive outreach and VIP/managed support, defining playbooks, staffing, and success metrics.
  • Own performance management with metrics and continuous improvement; foster learning and growth.
  • Improve support processes with AI and automation while ensuring compliance, privacy, and regulatory standards.
  • Collaborate cross-functionally with compliance, engineering, product, and banking teams to resolve complex issues and improve products.
  • Advocate for customers using data-driven insights and compelling narratives.
  • Be hands-on during peak times, supporting escalations and contributing on the front lines.

Qualifications

  • 3+ years leading customer support or risk-focused user-facing teams in high-growth tech environments.
  • Strong familiarity with KYC, KYB, AML processes and regulatory requirements.
  • Collaborative leadership style and comfort sharing ownership with peer manager.
  • Experience adding structure to rapidly growing support teams.
  • Enjoy mentoring others to become skilled at support.
  • Experience partnering with engineering, product, risk, and compliance teams.
  • Comfort using data visualization tools (e.g., Omni, Metabase).
  • Experience managing complex operational projects crossing multiple teams.
  • Empathy for entrepreneurs building businesses.
  • Ability to break down complex problems, use data to drive decisions, and push beyond first answers.
  • Rigorous in process design with high quality standards.
  • Creative under constraint.

Skills

Required:People LeadershipRisk & Compliance KnowledgeCross-Functional CollaborationOperational Program ManagementData-Driven Decision Making

Benefits

  • Base salary and equity (stock options/RSUs) as part of total rewards.
  • Competitive benefits package.
  • Finance and wellness benefits aligned with SaaS/fintech industry standards.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Mercury

Online Business Banking For Startups & Small Businesses | Financial Workflows

Powerful banking. Simplified finances. Apply in 10 minutes for business banking that transforms how you operate.

bankingfinancial workflowsbusiness bankingmobile bankingcorporate cardscredit cardsdeposit insurancetreasury
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