53K–72K USD / year
Customer Support Specialist - Risk
Customer successWorkplace — United States
Published on 2026-11-13
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About this role
Provide empathetic, accurate operational support to customers affected by risk-related decisions and processes. Coordinate with Mercury’s Risk teams and Customer Support to manage inquiries, communicate process updates, and improve the customer experience.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
The team
Risk teams, including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX.
What you'll do
- Respond to customer inquiries about risk-related account restrictions, closures, and reviews
- Handle requests involving address updates, check disbursements, and business structure changes
- Coordinate handoffs and accurate communications with internal Risk teams
- Serve as a point of contact between Risk teams and Customer Support for process changes and escalations
- Share customer feedback and experience patterns to inform Risk process improvements
What we're looking for
- 2+ years of experience in customer operations, ideally in fintech or banking
- Understanding of AML and risk functions in financial institutions
- Ability to explain complex topics clearly, empathetically, and precisely in writing
- Strong organizational skills and ability to manage multiple priorities
- Self-motivated and comfortable working independently and collaboratively
- Customer-first mindset when supporting risk and compliance processes