Searching for remote customer support manager roles? This Customer Support Manager - Risk position at Mercury offers a unique opportunity to lead a team focused on enhancing customer experiences in a fast-paced fintech environment.
About the Role
As the Customer Support Manager - Risk, you will oversee a team dedicated to managing customer interactions related to risk processes. Your role will involve collaborating with various teams to ensure a seamless customer experience while driving operational improvements.
About the Company
Mercury is building a complete finance stack for startups. Since launching in 2019, they have grown to serve over 300,000 startups and small businesses globally.
Why This Job Stands Out
- Lead a team in a rapidly growing fintech company focused on startups
- Collaborate with diverse teams to shape customer support processes
- Opportunity to drive operational improvements and customer advocacy
- Hands-on leadership role with the chance to dive into critical customer issues
- Flexible remote work environment that fosters a strong remote culture
Job Insights
RoleCustomer Support Manager - Risk
Work TypeRemote work from home job
Who This Job Is For
- Leaders with experience in remote customer support manager roles in technology companies
- Professionals familiar with KYC, KYB, and AML processes looking for specialized virtual assistant opportunities
- Candidates who enjoy mentoring and developing teams in a work from home setting
- Individuals seeking remote admin jobs that focus on customer experience and operational excellence
- Experienced managers wanting to advocate for customers while working with a remote team
What You Will Do
- Hire, mentor, and manage a customer support team that excels in product knowledge and user support
- Collaborate with the existing Risk Support Manager to align on team strategy and processes
- Scope and manage the new Risk Support BPO partner, including training and performance tracking
- Grow proactive outreach and VIP support programs, defining playbooks and success metrics
- Drive continuous improvement by setting clear goals and tracking key performance indicators
- Refine support processes using AI tools and automation to enhance efficiency
- Work cross-functionally to resolve complex issues and improve customer-facing processes
- Advocate for customer needs using data-driven insights while managing escalations
What They Are Looking For
Skills & Experience
- 3+ years leading customer support or risk user-facing teams
- Expertise in KYC, KYB, AML processes, and regulatory requirements
- Experience in managing complex operational projects across multiple teams
- Familiarity with data visualization tools like Omni and Metabase
- Strong collaborative leadership style and comfort in a remote work environment
What They Expect
- Ability to mentor and develop team members in product knowledge and user support
- Comfort in sharing ownership of functions with peer managers
- Consistent empathy and support for entrepreneurs building successful businesses
- Rigorous process design and quality control in a fast-paced setting
- Creativity in problem-solving while adhering to compliance and regulatory standards
Tips for Applicants
- Highlight your experience in leading customer support teams, especially in fintech or technology sectors.
- Emphasize your familiarity with KYC, KYB, and AML processes in your application.
- Showcase your ability to collaborate cross-functionally and manage complex projects.
- Prepare examples of how you've driven operational improvements in previous roles.
Frequently Asked Questions
Is this position fully remote?
Yes, this role is fully remote, allowing you to work from home.
What is the expected work schedule?
While specific hours are not mentioned, you will likely need to align with US business hours given the company's client base.
What kind of support will I receive as a manager?
You will work closely with an existing Risk Support Manager and have access to resources for team development and process improvements.
Are there opportunities for professional growth?
Yes, Mercury fosters a culture of continuous learning and professional growth within its teams.
