客户支持专员 - 风险
Customer Support Specialist - Risk
Mercury正在为初创公司构建完整的金融基础设施。自2019年成立以来，我们已服务全球30多万家初创企业和小型企业。随着持续增长，确保无缝、共情且高效的客户体验变得比以往任何时候都更加重要，尤其是在涉及风险和合规的领域。
作为客户支持专家-风险方向，你将加入一个致力于管理客户互动和关键风险相关工作流操作任务的团队。你将与Mercury内部多个风险团队（包括反洗钱、欺诈、可疑交易检测、开户、制裁和风险用户体验）协作，为受风险相关决策或流程影响的客户提供清晰、周到且准确的支持。
你的工作具有操作性质，专注于处理客户主动联系，高效管理请求，并确保客户在敏感或复杂情况下也能获得良好的体验。
这是一个以反金融犯罪为导向、以客户体验为核心的运营支持职位，连接客户体验与Mercury内部的风险基础设施。
你将负责：
- 作为受风险措施影响的客户的首要联系人（例如账户限制、关闭或其他审查）
- 管理与以下内容相关的邮件咨询：
- 由风险部门发起的账户限制或关闭
- 法律、实际或住宅地址更新
- 支票支付或重新发行请求
- 企业结构变更（例如注册状态、受益所有权更新、DBA或法律名称变更、EIN更正）
- 与内部风险团队（反洗钱、欺诈、制裁、开户、可疑交易检测、风险用户体验等）协作，确保流程交接顺畅并沟通准确
- 在更新或流程变化可能影响客户支持工作流时，作为风险团队的主要内部联系人
- 同样地，当客户支持遇到与风险相关的问题时，作为首要升级联系人
- 及时了解Mercury风险部门内的流程和程序变化，以确保提供准确、高效的支持
- 通过将客户反馈和体验模式与风险部门内的产品和流程改进机会相连接，为客户发声
- 日常操作工作中，优先考虑所有沟通中的准确性、同理心和及时性
你将具备：
- 2年以上客户运营团队经验，最好是在金融科技或银行业*
查看英文原文
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 excellent experience even in sensitive or complex situations.
This is a fincrime-oriented, CX-first operational support role that connects the customer experience to Mercury’s internal risk infrastructure.
What You’ll Do
- 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:
- Account restrictions or closures initiated by Risk
- Legal, physical, or residential address updates
- Check disbursement or reissuance requests
- Business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections)
- Collaborate with internal Risk teams (AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, etc.) to ensure smooth process handoffs and accurate communication
- Act as the primary internal point of contact for Risk teams when updates or process changes may impact Customer Support workflows
- Likewise, act as the first point of escalation for Customer Support when questions or issues arise related to Risk
- Stay up-to-date on process and procedural changes within Mercury’s Risk organization to ensure accurate, efficient support
- Advocate for the customer by connecting customer feedback and experience patterns to product and process improvement opportunities within Risk
- Work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications
What You’ll Bring
- 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
*While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$58,900—$71,600 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$53,100—$64,400 USD