Support/Risk Operations

New York · USD 80,000-100,000 / year · 1-4 years experience · Full-time · Onsite · Posted Oct 14, 2026

At a glance

The Support/Risk Operations Analyst will own the risk support ticket queue, managing cases at the intersection of fraud, KYC, account security, and user trust.
This is a high-volume, ticket-heavy role requiring the ability to make judgment calls on complex cases and communicate clearly with users in sensitive situations.

Own and work through the risk ticket queue daily, covering account security, general fraud, account restrictions, and KYC cases.
Triage and prioritize cases based on urgency, addressing account takeovers and security issues first.
Communicate directly with users in sensitive, high-stakes situations with accuracy and appropriate tone.
Collaborate with the Risk team to identify patterns, escalate edge cases, and close the feedback loop.
Flag product and engineering issues surfaced in case reviews, such as incorrect error messages or broken routing.
Help define SOPs and escalation paths to document and mature the risk operations function.
Maintain SLA targets across all queue types as volume scales.

1–4 years of experience in fraud operations, risk ops, AML/BSA compliance, KYC review, or a closely related function.
Genuine risk background with an understanding of the underlying concepts of the cases being reviewed.
Ability to handle high-volume, complex, and high-stakes cases.
Clear written communication skills.
Strong judgment for making decisions with real consequences for users.
Comfort operating in ambiguous, fast-moving environments with incomplete tooling.

Familiarity with Intercom, Zendesk, or similar support tooling.
Experience at a fintech, crypto exchange, prediction markets platform, or DFS operator.