Customer Support Specialist supporting Modash users through troubleshooting, guidance, and documentation. Improving customer experience for a Canada - based remote support team.
About the role
- Customer Support Specialist handling risk-related customer inquiries for Mercury’s startup finance platform. Managing restrictions, compliance workflows, and escalations across AML, Fraud, and Risk teams.
Responsibilities
- Serve as the first point of contact for customers impacted by risk actions, including account restrictions, closures, or reviews
- Manage inbound email inquiries about account restrictions or closures initiated by Risk
- Handle legal, physical, or residential address updates
- Process check disbursement or reissuance requests
- Handle business structure changes, including incorporation status, beneficial ownership, DBA or legal name changes, and EIN corrections
- Collaborate with AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, and other internal Risk teams
- Act as the primary internal point of contact for Risk teams when updates or process changes affect Customer Support workflows
- Act as the first escalation point for Customer Support questions or issues related to Risk
- Stay current on Risk process and procedural changes
- Connect customer feedback and experience patterns to Risk product and process improvement opportunities
- Prioritize accuracy, empathy, and timeliness in daily operational work
Requirements
- 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 intersect with customer experience
- Foundational understanding of risk 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
- Customer-experience-first mindset when supporting risk or compliance-driven processes
Benefits
- Base salary
- Equity (stock options/RSUs)
- Benefits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
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Degree requirement
No Education Requirement
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