Support Team Leader - Risk

Summary

Join Mercury, a leading financial technology company serving over 200,000 startups and small businesses, as a Customer Support Team Lead. You will lead a team of 6-8 support specialists who are the first point of contact for users navigating KYC, KYB, ODD, and EDD processes. Your team will assist users with questions related to these Risk and Compliance requests, guide them through requirements, and answer questions until the requests are actioned. You will act as a crucial link between users and the compliance team, ensuring smooth communication and process understanding. You will also collaborate with engineering, design, business operations, and compliance teams to improve the product and customer-facing processes. This role requires strong leadership, experience in managing customer support teams, and a deep understanding of KYC, KYB, AML processes, and other regulatory requirements.

Requirements

• 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
• Expertise in adding structure for support teams growing quickly
• Enjoy teaching and mentoring others on how to become really skilled at support
• Confidence working with tickets that deal with API issues, banking system errors, or other problems of a fairly technical nature, as well as have previous experience partnering cross functionally with engineering and product teams
• Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.)
• Experience managing complex operational projects that affect multiple teams
• Consistently exercise empathy while helping entrepreneurs build successful businesses
• Ability break down hard problems into clear, understandable pieces, and excel at using data to drive decisions (even when the data is not perfect)
• A penchant to question the first answer, and enjoy going levels deeper to find all the edge cases
• Rigor when designing new processes, and put a high bar on the quality of your work
• Exercise creativity while working within difficult constraints

Responsibilities

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
• Performance Management: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement on the team
• Growth & Development: Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
• Process Improvement: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization
• Cross-Functional Collaboration: Work with 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

Benefits

• The total rewards package at Mercury includes base salary, equity (stock options), 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
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $115,400 - $129,800 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $103,900 - $116,800 USD
• Canadian employees (any location): CAD 109,100 - 122,700