{"id":1925132,"url":"https://alion.io/job/mercury-customer-support-manager-risk","title":"Customer Support Manager - Risk","company":{"id":4381,"name":"Mercury","domain":"mercury.com","url":"https://alion.io/company/mercury","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":6,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":{"min":115400,"max":129800,"currency":"USD","period":"year","gross":null,"usd_annual":129800},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Metabase","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-05T17:47:03Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-14T22:59:10Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"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.\nWe’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.\nYou’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.\nBeyond 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.\nThis is a fincrime-oriented, CX-first operational support leadership role that connects the customer experience to Mercury’s internal risk infrastructure.\nYour Role:\nLead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking* system\nPartner 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\nBPO 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\n 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\nPerformance 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\nProcess 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\nCross-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\nCustomer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives\nHands-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\nWhat we’re looking for:\n3+ years of experience leading customer support or other Risk user-facing teams, preferably in high-growth technology companies\nA strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements\nA collaborative leadership style and comfort sharing ownership of a function with a peer manager\nExpertise in adding structure for support teams growing quickly\nEnjoyment in teaching and mentoring others on how to become really skilled at support\nPrevious experience partnering cross-functionally with engineering, product, risk, and compliance teams\nComfort navigating data visualization tools (Omni, Metabase, etc.)\nExperience managing complex operational projects that affect multiple teams\nConsistent empathy while helping entrepreneurs build successful businesses\nThe ability to break down hard problems into clear, understandable pieces, and to use data to drive decisions (even when the data is not perfect)\nA penchant to question the first answer, and enjoyment in going levels deeper to find all the edge cases\nRigor when designing new processes, and a high bar for the quality of your work\nCreativity while working within difficult constraints\nThe ideal candidate may also have:\nExperience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management\nExperience building or scaling proactive support, VIP, or high-touch/managed support programs (a plus)\n*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.\nMercury 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.\nTotal Rewards\nThe total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.\nOur 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.\nOur target new hire base salary ranges for this role are the following :\nUS employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:\n$115,400—$129,800 USD\nUS employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:\n$103,900—$116,800 USD\nCanadian employees (any location):\n$109,100—$122,700 CAD","description_format":"text","description_chars":7022,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-05T19:32:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":8,"expected_fill_days":52,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":129800,"is_top_pay":true},"html_url":"https://alion.io/job/mercury-customer-support-manager-risk","json_url":"https://alion.io/job/mercury-customer-support-manager-risk.json","meta":{"generated_at":"2026-10-15T01:25:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1824,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4381},"rest":"https://alion.io/mcp/rest/get_company?id=4381"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmercury-customer-support-manager-risk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmercury-customer-support-manager-risk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmercury-customer-support-manager-risk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mercury-customer-support-manager-risk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmercury-customer-support-manager-risk"}]}