Customer Support Specialist - Risk

<p>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.</p> <p>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.</p> <p>Your work is operational in nature, focused on handling inbound customer communications, managing requests efficiently, and ensuring that our customers have an excellent experience even in sensitive or complex situations.</p> <p>This is <strong>a fincrime-oriented</strong>, <strong>CX-first operational support role</strong> that connects the customer experience to Mercury’s internal risk infrastructure.</p> <h3><strong>What You’ll Do</strong></h3> <ul> <li>Serve as the first point of contact for customers impacted by risk actions (e.g., account restrictions, closures, or other reviews)</li> <li>Manage inbound email inquiries related to:</li> <li>Account restrictions or closures initiated by Risk</li> <li>Legal, physical, or residential address updates</li> <li>Check disbursement or reissuance requests</li> <li>Business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections)</li> <li>Collaborate with internal Risk teams (AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, etc.) to ensure smooth process handoffs and accurate communication</li> <li>Act as the primary <strong>internal point of contact</strong> for Risk teams when updates or process changes may impact Customer Support workflows</li> <li>Likewise, act as the <strong>first point of escalation</strong> for Customer Support when questions or issues arise related to Risk</li> <li>Stay up-to-date on process and procedural changes within Mercury’s Risk organization to ensure accurate, efficient support</li> <li>Advocate for the customer by connecting customer feedback and experience patterns to product and process improvement opportunities within Risk</li> <li>Work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications<br><br></li> </ul> <h3><strong>What You’ll Bring</strong></h3> <ul> <li>2+ years of experience in a customer operations te