53K–72K USD / year
Customer Support Specialist - Risk
Customer successWorkplace — US
Published on 2026-09-28
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About this role
The Customer Support Specialist - Risk will manage customer inquiries related to risk actions and collaborate with various internal teams to ensure smooth risk-related processes. This role focuses on providing empathetic and accurate support during sensitive situations.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
What you'll do
- Serve as the first point of contact for customers impacted by risk actions
- Manage inbound email inquiries related to account restrictions and closures
- Collaborate with internal Risk teams to ensure process accuracy
- Act as primary internal point of contact for Risk teams
- Stay up-to-date on procedural changes within Risk organization
- Advocate for customer experience improvements based on feedback
- Prioritize accuracy, empathy, and timeliness in communications
What we're looking for
- 2+ years of experience in customer operations, ideally within fintech
- Strong understanding of AML and risk functions in financial institutions
- Ability to explain complex topics with empathy
- Excellent English reading and writing skills
- Strong organizational skills to manage multiple workloads
- Self-motivated and comfortable in both independent and collaborative work
- Ability to quickly learn internal risk team structures
- Customer experience-first mindset