Customer Support Specialist - Risk

What You’ll Do

• 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:

• 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

What You’ll Bring

• 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

Total Rewards

• The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
• New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
• Our target new hire base salary ranges for this role are the following: