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Salary: USD 58,900 - 71,600 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. As a Customer Support Specialist - Risk, you will be the primary point of contact for customers impacted by risk-related decisions and processes, bridging customer experience with Mercury's internal risk infrastructure.
You will manage inbound customer communications across key risk-related workstreams, including account restrictions or closures, legal/residential address updates, check disbursement requests, and business structure changes (incorporation status, beneficial ownership updates, DBA/legal name changes, EIN corrections). You will collaborate closely with multiple internal Risk teams—including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX—to ensure smooth handoffs and accurate customer communication.
Key responsibilities include serving as the first point of contact for customers affected by risk actions, managing email inquiries efficiently, acting as the primary internal liaison between Customer Support and Risk teams, staying current on process changes within the Risk organization, and advocating for customers by identifying feedback patterns that inform product and process improvements. You will work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications, particularly in sensitive or complex situations.
This role is CX-first and fincrime-oriented, connecting customer experience directly to Mercury's risk compliance infrastructure.
Requirements:
- 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 their intersection with customer experience
- Foundational understanding of risk 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 with written communications in sensitive contexts
- Strong organizational skills with ability to manage multiple operational workstreams and priorities
- Self-motivated and comfortable working both independently and collaboratively
- Deep familiarity with Mercury's Risk team structure and remit, or ability to learn quickly
- Customer experience-first mindset, even when supporting risk or compliance-driven processes
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
