The board
Mercury · Support- Pay
- $53,100–$71,600/yr
- Where
- San Francisco, CA, New York, NY, Portland, OR, or Remote within United States
- Posted
- 6 days ago
Mercury is building a complete finance stack for startups. Since launching in 2019, we’ve grown to over 300,000 startups and small businesses around the world. As we continue to grow, ensuring a seamless, empathetic, and efficient customer experience, especially in areas touching risk and compliance, is more important than ever.
As a Customer Support Specialist - Risk, you’ll be part of a team dedicated to managing customer interactions and operational tasks across key risk-related workstreams. You’ll collaborate with multiple Risk teams at Mercury, including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX, to provide clear, thoughtful, and accurate support to customers impacted by risk-related decisions or processes.
Your work is operational in nature, focused on handling inbound customer communications, managing requests efficiently, and ensuring that our customers have an excell…
What you'd do
- 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