客户支持经理 - 风险
Customer Support Manager - Risk
我们正在为初创公司打造完整的金融基础设施。自2019年推出Mercury以来，我们的客户数量已增长至全球30多万家初创企业和小型企业。随着业务增长，我们需要确保在最复杂的场景下，客户体验始终是首要考虑。
我们正在为众多初创企业打造一种类似魔法般的产品体验。迄今为止，我们构建的魔法之一就是智能、以产品为导向的支持服务，我们正在寻找一位以运营为导向、富有思考力的支持经理，帮助我们在快速扩张的同时持续改进我们的风险支持体验。
你将作为风险支持团队的第二位经理加入，与现有的风险支持经理紧密合作，执行团队的运营职能，并支持更广泛的策略愿景。你将管理自己的专家团队，这些专家专门负责处理与风险相关的关键工作流中的客户互动和运营任务。你将与Mercury内部多个风险团队合作，包括反洗钱（AML）、欺诈、可疑交易检测（ODD）、开户、制裁和风险用户体验（Risk UX），以提供清晰、周到且准确的支持系统，帮助受风险相关决策或流程影响的客户。
除了你自己的团队，你还将协助运营不断扩大的风险支持体系：规划并执行我们的风险支持BPO合作伙伴战略，并扩展如主动联系和VIP/专属支持等新项目。你还将与我们的工程、设计、业务运营和合规团队密切合作，以改进我们的产品和客户面向的流程。
这是一个以金融犯罪防控为导向、以客户体验为先的运营支持领导职位，连接客户体验与Mercury内部的风险基础设施。
你的职责：
- 领导与发展：招聘、指导并管理一支在产品知识、用户支持和美国银行系统*方面表现出色的客户支持团队
- 领导协作：与我们现有的风险支持经理紧密合作，制定团队策略，统一标准和流程，共享支持资源，确保两个团队作为一个统一的风险支持团队运作
- BPO合作：协助规划和管理我们的新风险支持BPO合作伙伴，包括入职和培训、质量保证、绩效和SLA跟踪、容量规划，并决定哪些工作应转交给合作伙伴，哪些应保留在公司内部
- 项目扩展：拓展和扩大如主动联系（主动接触客户）等新项目
查看英文原文
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, user support, and the US banking* system
- 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
- 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
- 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
- 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
- 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
- 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
- Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
- 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
What we’re looking for:
- 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
The ideal candidate may also have:
- 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.
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and 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—$144,200 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$103,900—$129,800 USD
Canadian employees (any location):
$109,100—$136,300 CAD