FinCrime Risk CX Lead - Support Operations

Mercury; New York (NY); On-site; CAD 109,000 - 123,000; Full time

Job summary

Mercury is building a fincrime-oriented, CX-first Risk Support organization in Canada. You’ll lead a cohort of specialists, partner with AML/KYC, and work with risk, engineering, and compliance teams to improve customer interactions and operational outcomes.

As the second Risk Support Manager, you’ll scope a new BPO partnership, expand proactive outreach and high-touch programs, and drive data-driven decisions with a strong emphasis on privacy and regulatory adherence.

Qualifications

• Experience leading customer support or risk-focused teams in high-growth tech.
• Strong familiarity with KYC/KYB, AML and regulatory requirements.
• Ability to scale operations and implement process improvements.

Responsibilities

• Lead & Develop: Hire, mentor, and manage a CX-focused risk support team.
• Partner in Leadership: Align strategy with the existing Risk Support Manager.
• BPO Partnership: Scope, onboard, train, and QA a risk support partner.
• Program Expansion: Build proactive outreach and VIP/high-touch programs.
• Performance Management & Development: Set goals and drive improvement.
• Process Improvements, AI & Automation: Evolve workflows with AI/tools within compliance.
• Cross-Functional Collaboration: Coordinate with compliance, eng, product, banking.
• Customer Advocacy: Represent customer needs with data-driven insights.
• Hands-On Leadership: Engage in critical times and escalations alongside the team.

Skills

Leadership

KYC/KYB/AML

Cross-functional team

Data visualization

Vendor management

AI & automation

Regulatory compliance

Operational scalability

Tools

Omni

Metabase

Job description

Mercury is building a fincrime-oriented, CX-first Risk Support organization in Canada. You’ll lead a cohort of specialists, partner with AML/KYC, and work with risk, engineering, and compliance teams to improve customer interactions and operational outcomes.

As the second Risk Support Manager, you’ll scope a new BPO partnership, expand proactive outreach and high-touch programs, and drive data-driven decisions with a strong emphasis on privacy and regulatory adherence.