Customer Support Manager – Risk

Mercury

. Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the US banking system .

Posted 10/5/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $103,900 - $129,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support teams with a focus on KYC, KYB, and AML processes while driving continuous improvement through data-driven insights and collaboration with cross-functional teams.

Highest-signal resume keywords

Customer Support ManagementKYC, KYB, AML ExpertiseBPO Partnership ManagementData-Driven Decision MakingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support StrategyOperational Project ManagementProcess DesignPerformance TrackingQuality Assurance

Soft Skills

Collaborative LeadershipMentoringProblem-SolvingCommunication

Tools & Technologies

Data Visualization ToolsOmniMetabase

Industry Keywords

US Banking SystemRegulatory ComplianceRisk ManagementVIP Support Programs

About the role

Key responsibilities & impact

Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the US banking system
Partner with the existing Risk Support Manager to set strategy, align standards and processes, share coverage, and operate as one Risk Support team
Scope and manage the Risk Support BPO partnership, including onboarding, training, quality assurance, performance and SLA tracking, capacity planning, and work-routing decisions
Expand proactive outreach and VIP/managed support programs by defining playbooks, staffing, and success metrics
Set team goals, track key metrics, manage performance, and drive continuous improvement across the team and BPO partner
Refine support processes and build efficient workflows using AI tools and automation while maintaining compliance, privacy, and regulatory standards
Collaborate with compliance, engineering, product, and banking partners to resolve complex issues and improve customer-facing processes
Advocate for customers using data-driven insights and narratives
Provide hands-on support during peak times or critical issues and assist with escalations

Requirements

What you’ll need

3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies
Strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements
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 skilled at support
Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams
Comfort navigating data visualization tools such as Omni and Metabase
Experience managing complex operational projects affecting multiple teams
Ability to break down complex problems clearly and use data to drive decisions
Rigor when designing new processes and a high bar for work quality
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 is a plus

Benefits

Comp & perks

Base salary
Equity (stock options/RSUs)
Benefits
Equal Employment Opportunity
Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs