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Customer Support Manager - Risk
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About this role
Role overview Lead a customer support team handling sensitive, risk-related issues for users of a financial technology product. You’ll work alongside another support leader to run day-to-day operations, improve the customer experience, and connect support work with risk, compliance, product, and engineering teams.
Responsibilities - Hire, coach, and manage support specialists, setting clear goals and maintaining consistent service standards across the team. - Partner with a second manager on team strategy, shared coverage, and common processes. - Help establish an outsourced support partnership, including onboarding, training, quality reviews, service-level tracking, and capacity planning. - Develop proactive outreach and high-touch support programs, with clear operating playbooks, staffing plans, and measures of success. - Improve workflows through process changes, automation, and AI tools while meeting privacy, compliance, and regulatory requirements. - Review customer interactions and performance data, handle escalations, and share customer needs with internal teams to inform product and process improvements.
Requirements - At least three years leading customer support or another customer-facing risk team; experience in a fast-growing technology company is preferred. - Strong familiarity with identity and business verification, anti-money-laundering processes, and related regulatory requirements. - Experience working across teams such as risk, product, engineering, compliance, or banking operations. - Ability to manage complex operational projects, use imperfect data to guide decisions, and explain difficult issues clearly. - Empathetic, detail-oriented leadership, with the judgment to investigate edge cases and maintain high-quality processes. - Comfort using data visualization tools to understand team performance and operational trends.
Nice to have Experience managing an outsourced support vendor, including quality programs and service levels, or building proactive, VIP, or managed-support programs.