FinTech Risk & CX Support Specialist

Mercury; San Francisco (CA); On-site; USD 59,000 - 72,000; Full time

Job summary

Mercury is building a complete finance stack for startups, focusing on risk and CX. The Customer Support Specialist – Risk role engages with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX to provide accurate, empathetic support for customers affected by risk decisions.

You will collaborate with risk teams, handle sensitive inquiries, and ensure smooth handoffs while prioritizing customer experience and process accuracy in a fast-growing fintech environment.

Qualifications

• 2+ years in a customer operations team, preferably fintech or banking.
• Strong understanding of AML and risk functions in financial institutions.
• Foundational fintech risk concepts and cross-team collaboration.
• Ability to explain complex topics with empathy and clarity.
• Excellent English reading and writing in sensitive contexts.
• Strong organizational skills to manage multiple workstreams.
• Self-motivated, able to work independently or collaboratively.
• Customer-experience first mindset in risk-related processes.

Responsibilities

• 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 risk actions and updates.
• Collaborate with internal Risk teams to ensure smooth handoffs and accurate communication.
• Act as the internal point of contact for Risk-related updates affecting Support workflows.
• Escalate questions or issues related to Risk to the appropriate teams.
• Stay up-to-date on risk process changes and advocate for customer feedback.

Skills

Customer operations

Fintech risk understanding

Empathy communication

English writing

Job description

Mercury is building a complete finance stack for startups, focusing on risk and CX. The Customer Support Specialist – Risk role engages with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX to provide accurate, empathetic support for customers affected by risk decisions.

You will collaborate with risk teams, handle sensitive inquiries, and ensure smooth handoffs while prioritizing customer experience and process accuracy in a fast-growing fintech environment.