Remote opportunity at
MercuryCustomer Support Specialist - Risk
Mercury builds a comprehensive financial technology platform designed for startups and small businesses globally, serving over 450,000 clients since its launch in 2019. The company seeks…
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About This Role
Mercury builds a comprehensive financial technology platform designed for startups and small businesses globally, serving over 450,000 clients since its launch in 2019. The company seeks a remote Customer Support Specialist - Risk to join its team on a full-time basis. This operational role bridges customer experience with internal risk infrastructure, focusing on financial crime and risk-oriented customer support. The person in this position acts as the primary contact for…
Job Description
Mercury builds a comprehensive financial technology platform designed for startups and small businesses globally, serving over 450,000 clients since its launch in 2019. The company seeks a remote Customer Support Specialist - Risk to join its team on a full-time basis. This operational role bridges customer experience with internal risk infrastructure, focusing on financial crime and risk-oriented customer support.
The person in this position acts as the primary contact for clients affected by risk decisions, handling inquiries regarding account closures, restrictions, address updates, check disbursements, and business structure changes. Responsibilities include managing inbound written communications with empathy and precision, coordinating with internal risk departments such as AML, Fraud, Sanctions, and Onboarding, and channeling customer feedback into product enhancements.
Ideal candidates bring at least two years of customer operations experience in banking or fintech, alongside a firm grasp of risk functions and anti-money laundering principles. Applicants must possess strong organizational skills, self-motivation, and exceptional written English communication abilities to navigate sensitive situations effectively.
Responsibilities
- Serve as the primary contact for customers impacted by risk actions including account restrictions and closures
- Manage inbound email inquiries regarding risk-initiated account closures, address updates, and check reissuance
- Handle requests concerning business structure changes such as legal name updates, EIN corrections, and beneficial ownership
- Collaborate with internal risk units like AML, Fraud, Sanctions, and Onboarding for smooth process handoffs
- Act as an internal liaison between risk teams and customer support to relay process updates and escalations
- Advocate for users by identifying customer feedback patterns for product and process improvements
- Maintain high levels of accuracy, timeliness, and empathy in all daily operational communications
Requirements
- Have two or more years of experience within a customer operations team, preferably in fintech or banking
- Demonstrate a solid understanding of how risk functions and AML operate within financial institutions
- Possess a foundational knowledge of fintech risk management and mitigation
- Exhibit strong English reading and writing skills for handling sensitive written communications
- Show strong organizational capabilities to manage multiple operational priorities
Qualifications
- Familiarity with the internal structure and remit of Mercury risk teams, or the ability to learn them quickly
Core Skills
Benefits
- Base salary compensation
- Equity in the form of stock options or RSUs
- Comprehensive benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, the posting specifies that the remote status for this position is remote.
What is the salary range for this position?
The target base salary ranges depend on geographic location. For US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, the range is $58,900 to $71,600 USD. For US employees outside those locations, the range is $53,100 to $64,400 USD.
What experience is required for this role?
Candidates must have at least 2 years of experience in a customer operations team, ideally within banking or fintech, along with a strong understanding of risk and AML functions.
What employment type is this job?
This position is full-time.
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