Customer Support Manager - Risk

📋 Description

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product
• Partner in Leadership: Work hand-in-hand with existing Risk Support Manager to set team strategy
• BPO Partnership: Help scope and manage Risk Support BPO partner, including onboarding and training
• Program Expansion: Grow and scale newer programs like proactive outreach and VIP/managed support
• Performance Management & Development: Own team performance management by setting clear goals
• Process Improvements, AI & Automation: Refine and evolve support processes, building workflows

🎯 Requirements

• 3+ years of experience leading customer support or other Risk user-facing teams, preferably in
• Strong familiarity or expertise supporting KYC, KYB, AML processes and other regulatory requirements
• 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

🎁 Benefits

• Total rewards package includes base salary, equity (stock options/RSUs), and benefits
• Competitive salary and equity ranges within SaaS and fintech industry
• Salary ranges updated regularly using reliable compensation survey data