Customer Support Manager – Risk

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Recruit, mentor, and lead a customer support team that specializes in product knowledge, user assistance, and the US banking system.

• Collaborate with the current Risk Support Manager to establish strategy, synchronize standards and processes, share coverage, and function as one cohesive Risk Support team.

• Oversee the Risk Support BPO partnership, which includes onboarding, training, quality assurance, performance and SLA tracking, capacity planning, and work-routing decisions.

• Enhance proactive outreach and VIP/managed support initiatives by developing playbooks, staffing solutions, and success metrics.

• Set team objectives, monitor key metrics, manage performance, and promote continuous improvement within the team and BPO partner.

• Optimize support processes and create efficient workflows utilizing AI tools and automation while ensuring compliance, privacy, and regulatory standards are upheld.

• Work together with compliance, engineering, product, and banking partners to address complex issues and enhance customer-facing processes.

• Champion customer advocacy through data-driven insights and narratives.

• Provide direct support during peak periods or critical issues and assist with escalations.

⛳️ Requirements

• A minimum of 3 years of experience in leading customer support or other Risk user-facing teams, ideally within high-growth technology companies.

• Strong knowledge or expertise in supporting KYC, KYB, AML processes, and other regulatory requirements.

• A collaborative leadership approach and willingness to share ownership of a function with a peer manager.

• Proven ability to implement structure for rapidly growing support teams.

• Passion for teaching and mentoring others to develop their support skills.

• Previous experience working cross-functionally with engineering, product, risk, and compliance teams.

• Proficiency in navigating data visualization tools such as Omni and Metabase.

• Experience managing complex operational projects that involve multiple teams.

• Capability to simplify complex problems and leverage data to inform decisions.

• A rigorous approach to designing new processes with a high standard for work quality.

• Experience managing or collaborating with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management.

• Experience in developing or scaling proactive support, VIP, or high-touch/managed support programs is advantageous.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)

• Benefits

• Equal Employment Opportunity

• Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs