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About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they'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
More about this role
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...
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