Customer Support Specialist - Risk

Role overview This role sits at the intersection of customer experience and financial-crime operations within a fast-growing fintech serving startups and small businesses. The specialist handles sensitive customer interactions tied to risk decisions such as account restrictions, closures, and compliance reviews, partnering closely with internal AML, fraud, sanctions, onboarding, and due-diligence teams. It is a fincrime-oriented, CX-first operational support position focused on empathy, accuracy, and clear written communication.

Responsibilities - Serve as the first point of contact for customers affected by risk actions including account restrictions, closures, or formal reviews - Manage inbound email inquiries covering address updates, check disbursements or reissuance, and business-structure changes (incorporation status, beneficial ownership updates, legal or DBA name changes, EIN corrections) - Coordinate with internal risk teams to ensure clean handoffs, accurate messaging, and smooth process flow - Act as the primary internal liaison for risk teams when policy or process changes may affect customer support workflows - Serve as the first escalation point within Customer Support for risk-related questions and edge cases - Track procedural updates across the risk organization and surface customer feedback patterns that suggest product or workflow improvements

Requirements - At least 2 years of experience in a customer operations role, ideally within fintech or banking - Working knowledge of how AML and broader risk functions operate inside financial institutions and how they connect to customer experience - Ability to explain complex, regulated topics to customers with empathy and precision - Strong written English, with comfort handling sensitive written communications - Solid organizational skills and the ability to juggle multiple operational workstreams - Self-motivated, collaborative, and quick to learn internal risk-team structures

Nice to have - Prior exposure to onboarding due diligence, sanctions screening, or fraud operations workflows

Benefits and work setup - Total rewards package includes base salary plus equity (stock options or RSUs) and a benefits program - Target new-hire base salary ranges are tiered by location, with higher bands for US employees in major metro areas, slightly lower bands for other US employees, and a comparable band for Canadian employees; ranges are benchmarked regularly against SaaS and fintech market data and adjusted for experience, expertise, location, and internal pay equity