Customer Support Manager - Risk

Headquarters: San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios. We’re working to build something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’re looking to bring on an operational-focused, thoughtful Support Manager to help us continuously improve our Risk Support experience as we scale quickly. You’ll join as the second manager on our Risk Support team, partnering closely with an existing Risk Support Manager to execute the operational function of the team and support the wider strategic vision. You’ll manage your own cohort of specialists who are dedicated to managing customer interactions and operational tasks across key risk-related workstreams. You’ll collaborate with multiple Risk teams at Mercury, including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX, to provide clear, thoughtful, and accurate support systems to help customers impacted by risk-related decisions or processes. Beyond your own team, you’ll help run a growing Risk Support operation: scoping and executing our BPO partnership strategy for Risk Support, and expanding newer programs like proactive outreach and VIP/managed support. You’ll also work closely with our engineering, design, business operations, and compliance teams to improve our product and customer-facing processes. This is a fincrime-oriented , CX-first operational support leadership role that connects the customer experience to Mercury’s internal risk infrastructure. Your Role: Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, u