Customer Support Manager - Risk

This is a Fully Remote Job About Our Client:The organization operates within the financial technology sector, focusing on providing a comprehensive finance stack tailored for startups and small businesses. Since its launch in 2019, it has grown to serve over 300,000 clients globally. The company addresses challenges in startup financial management by delivering integrated, product-driven support solutions that emphasize customer experience even in complex risk-related scenarios. About the Opportunity:The CUSTOMER SUPPORT MANAGER - RISK leads a dedicated team handling customer interactions and operational tasks related to risk management within the organization. This role is pivotal in managing and scaling the Risk Support function, ensuring effective collaboration across multiple risk teams, and improving customer-facing support processes. The position drives operational excellence, develops support programs, and integrates cross-functional efforts to enhance the customer experience in risk-related matters. Responsibilities:Hire, mentor, and manage a customer support team skilled in product knowledge and regulatory frameworksCollaborate with a peer manager to align team strategy, standards, and operationsOversee the partnership with a third-party BPO for Risk Support including onboarding, quality assurance, and performance trackingDevelop and expand support initiatives such as proactive outreach and VIP/managed support programsImplement performance management practices and foster continual professional development within the teamEnhance support processes using AI and automation while ensuring compliance with privacy and regulatory standardsCoordinate with compliance, engineering, product, and banking teams to resolve issues and improve productsAdvocate for customers by analyzing data and sharing insightsProvide hands-on leadership during peak periods and escalations Requirements:Minimum 3 years leading customer support or risk-facing teams in high-growth tech environmentsKnowledge of KYC, KYB, AML, and other regulatory compliance processesCollaborative leadership style comfortable with shared management responsibilitiesExperience structuring rapidly growing support teamsAbility to mentor and develop team members effectivelyProficiency working cross-functionally with engineering, product, risk, and complianceFamiliarity with data visualization tools such as Omni and MetabaseSkilled in managing complex operational projects affecting multiple stakeholdersStrong problem-solving abilities and data-driven decision-making skillsCommitment to empathy and customer advocacyAttention to detail and high standards for process designCreativity within regulatory and operational constraints Preferred Qualifications:Experience managing BPO or outsourced support vendors including SLAs and quality programsBackground in building proactive, VIP, or high-touch support programs Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.