Mercury - Customer Support Manager - Risk
Requirements
• 3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies • 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 • 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) • While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Responsibilities
• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking* system • Lead & Develop: • 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 • Partner in Leadership: • 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 • BPO Partnership: • 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 • Program Expansion: • 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 • Performance Management & Development: • 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 • Process Improvements, • AI & Automation • 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 • Cross-Functional Collaboration: • Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives • Customer Advocacy: • 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 • Hands-On Leadership:
Benefits
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. • Our target new hire base salary ranges for this role are the following: • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: • $115,400—$129,800 USD • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: • $103,900—$116,800 USD • Canadian employees (any location): • $109,100—$122,700 CAD
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