Customer Support Manager - Risk

Job Summary

Mercury, a fintech startup, seeks a Customer Support Manager to lead and grow its Risk Support team. The role involves hiring, mentoring, and managing a cohort of specialists who handle risk‑related customer interactions across AML, fraud, onboarding, and sanctions workflows. The manager will collaborate with cross‑functional teams, drive process improvements, and oversee a BPO partnership for scalable support. Key responsibilities include expanding proactive outreach and VIP/managed support programs, setting performance metrics, and integrating AI and automation to streamline operations. The position demands strong leadership, data‑driven decision making, and a deep understanding of KYC, KYB, and AML compliance. The role is full‑time, remote (US/Canada), and offers a competitive salary package with equity and benefits. Candidates with 3–5 years of experience in high‑growth tech companies and proven risk‑support expertise are encouraged to apply.

Key Responsibilities

• Mercury, a fintech startup, seeks a Customer Support Manager to lead and grow its Risk Support team. The role involves hiring, mentoring, and managing a cohort of specialists who handle risk‑related customer interactions across AML, fraud, onboarding, and sanctions workflows. The manager will collaborate with cross‑functional teams, drive process improvements, and oversee a BPO partnership for scalable support. Key responsibilities include expanding proactive outreach and VIP/managed support programs, setting performance metrics, and integrating AI and automation to streamline operations. The position demands strong leadership, data‑driven decision making, and a deep understanding of KYC, KYB, and AML compliance. The role is full‑time, remote (US/Canada), and offers a competitive salary package with equity and benefits. Candidates with 3–5 years of experience in high‑growth tech companies and proven risk‑support expertise are encouraged to apply.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• KYC & AML
• Customer Support Leadership

Required Skills