Customer Support Specialist - Risk (Fintech)

Location: San Francisco, New York, Portland, or remote within Canada or the United States

Salary: $58,900–$71,600 USD for employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area; $53,100–$64,400 USD for other US locations; $55,700–$67,700 USD for Canadian employees.

Company

Mercury is building a finance stack for startups and serves startups and small businesses worldwide.

What you will do

• Serve as the first point of contact for customers affected by risk actions, including account restrictions, closures, and reviews.
• Manage inbound communications about address changes, check disbursement or reissuance requests, and business structure updates.
• Coordinate handoffs and accurate customer communications with AML, Fraud, Sanctions, Onboarding, ODD, and Risk UX teams.
• Act as an internal contact for Risk-related changes affecting Customer Support workflows and as an escalation point for Support teams.
• Track procedural changes and maintain accurate, efficient operational support.
• Connect customer feedback and experience patterns to product and process improvements within Risk.

Requirements

• 2+ years of experience in customer operations, ideally in fintech or banking.
• Strong understanding of AML, fintech risk functions, and how risk processes affect customer experience.
• Ability to explain complex topics clearly, empathetically, and precisely in written communications.
• Excellent English reading and writing skills.
• Strong organization, prioritization, and ability to work independently and collaboratively.
• Ability to learn and navigate the structure and responsibilities of Mercury’s Risk teams quickly.

Culture & Benefits

• Customer-experience-first approach to risk and compliance operations.
• Base salary, equity through stock options or RSUs, and benefits.
• Commitment to diversity, belonging, equal employment opportunity, and reasonable accommodations.
• Mercury is a fintech company; banking services are provided through Choice Financial Group and Column N.A., Members FDIC.