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The role
The company, a fintech serving startups and small businesses, is hiring a Customer Support Manager for its Risk Support team. The manager leads a cohort of specialists handling risk-related customer cases such as AML and fraud, and helps manage a BPO partner.
What you will do
- Hire, mentor and manage a support team with strong product and US banking knowledge
- Set team strategy and standards with the existing Risk Support Manager
- Scope and manage a BPO partner, including training, quality assurance, SLA tracking and capacity planning
- Grow proactive outreach and VIP or managed support programs
- Track team and partner performance and coach regularly
- Improve processes with AI tools and automation within compliance rules, and work through tickets and escalations at peak times
What they ask for
- 3+ years leading customer support or risk user-facing teams, preferably at high-growth tech companies
- Familiarity with KYC, KYB and AML processes and regulatory requirements
- Comfortable sharing ownership of a function with a peer manager
- Experience working with engineering, product, risk and compliance teams
- Comfortable with data visualization tools such as Omni or Metabase
- Experience with BPO or outsourced vendors, or building VIP and proactive support, is a plus
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