Job Description:
Be the first point of contact for Mercury customers affected by risk and compliance actions, handling sensitive email inquiries with care and accuracy. Remote within the US.
About the Role
Mercury, a finance platform used by more than 300,000 startups and small businesses, is looking for a Customer Support Specialist on its Risk team. This is a customer-first operations role that connects customers with Mercury's internal risk and compliance teams.
What You Will Do
- Respond to customers whose accounts are affected by risk actions such as restrictions, closures, or reviews
- Handle email requests for address updates, check reissuance, and business structure changes like legal name or EIN corrections
- Coordinate with AML, Fraud, Sanctions, Onboarding, and other risk teams for smooth handoffs
- Serve as the escalation point for support teammates on risk-related questions
- Share customer feedback that can improve risk processes and products
What You Need
- 2+ years on a customer operations team, ideally in fintech or banking
- Working knowledge of how AML and risk functions operate in financial services
- Excellent written English and the ability to explain complex topics with empathy
- Strong organization across multiple workstreams
- Self-motivated and comfortable working independently or with a team
Pay
Base salary of $53,100 to $64,400 for most US locations, and $58,900 to $71,600 in NYC, LA, Seattle, and the SF Bay Area, plus equity and benefits.