Customer Support Manager - Risk (Fintech)

Location: San Francisco, New York, or Portland; or remote within Canada or the United States

Salary: $103,900–$129,800 USD for US employees, or $109,100–$122,700 CAD for Canadian employees, depending on location and experience

Company

Mercury is building a finance stack for startups and small businesses, combining fintech products with product-driven customer support.

What you will do

• Lead, mentor, and manage a customer support team handling risk-related customer interactions and operational workstreams.
• Partner with the existing Risk Support Manager to establish consistent strategy, standards, processes, and coverage.
• Scope and manage the Risk Support BPO partnership, including onboarding, training, quality assurance, SLA tracking, capacity planning, and work allocation.
• Build proactive outreach and VIP or managed-support programs, including playbooks, staffing models, and success metrics.
• Improve support workflows through AI tools and automation while maintaining compliance, privacy, and regulatory standards.
• Collaborate with AML, Fraud, ODD, Onboarding, Sanctions, Risk UX, compliance, engineering, product, design, and banking partners to resolve complex issues and improve customer-facing processes.

Requirements

• 3+ years of experience leading customer support or other risk-focused, user-facing teams, preferably in high-growth technology companies.
• Strong familiarity with KYC, KYB, AML processes, and other regulatory requirements.
• Experience structuring rapidly growing support teams and managing performance through goals, metrics, coaching, and continuous improvement.
• Experience collaborating with engineering, product, risk, and compliance teams and managing complex cross-functional operational projects.
• Ability to use data to make decisions, navigate visualization tools such as Omni or Metabase, and break down complex problems clearly.
• Work must be based in San Francisco, New York, Portland, Canada, or the United States for remote employees.

Nice to have

• Experience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance.
• Experience building or scaling proactive support, VIP, high-touch, or managed-support programs.

Culture & Benefits

• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Focus on diversity, belonging, and equal employment opportunity.
• Reasonable accommodations are available throughout the recruitment process.
• Customer support is product-driven, data-informed, and connected to risk, compliance, engineering, and product operations.