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Customer Support Specialist - Risk

Mercury· Support
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Hybrid (San Francisco, CA), Hybrid (New York, NY), Hybrid (Portland, OR), Hybrid (Remote USA)$58.9k - $71.6kfull-timePosted 3w ago

About the role

Fincrime-oriented CX-first operational support role focused on risk-related workflows, collaborating with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX to support customers impacted by risk decisions or processes.

Responsibilities

  • Serve as the first point of contact for customers impacted by risk actions (e.g., account restrictions, closures, or other reviews)
  • Manage inbound email inquiries related to: Account restrictions or closures initiated by Risk; Legal, physical, or residential address updates; Check disbursement or reissuance requests; Business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections)
  • Collaborate with internal Risk teams (AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, etc.) to ensure smooth process handoffs and accurate communication
  • Act as the primary internal point of contact for Risk teams when updates or process changes may impact Customer Support workflows
  • Likewise, act as the first point of escalation for Customer Support when questions or issues arise related to Risk
  • Stay up-to-date on process and procedural changes within Mercury’s Risk organization to ensure accurate, efficient support
  • Advocate for the customer by connecting customer feedback and experience patterns to product and process improvement opportunities within Risk
  • Work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications

Qualifications

  • 2+ years of experience in a customer operations team, ideally within fintech or banking
  • Strong understanding of how AML and risk functions operate within financial institutions, and how they intersect with customer experience
  • Foundational understanding of what “risk” means in a fintech context, and how Risk teams work together to mitigate and manage it
  • Ability to clearly explain complex topics to customers with empathy and precision
  • Excellent English reading and writing skills; highly comfortable handling written communications in a sensitive context
  • Strong organizational skills with the ability to manage multiple operational workstreams and priorities
  • Self-motivated and comfortable working both independently and collaboratively
  • Deep familiarity with the internal structure and remit of Mercury’s Risk teams, or an ability to learn them quickly
  • A mindset that centers on the customer experience first, even when supporting risk or compliance-driven processes

Skills

Required:Customer operationsAML and risk understandingCommunication (written)Cross-functional collaboration

Benefits

  • Total Rewards package includes base salary, equity (stock options/RSUs), and benefits
  • Competitive salary ranges with location-based variations
Last updated Sep 30, 2026. Interested? Apply on the company site.
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Online Business Banking For Startups & Small Businesses | Financial Workflows

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