A high-growth fintech company is undergoing a major transformation from manual, legacy processes to a fully digitised customer experience.
We are hiring a
Customer Support & Onboarding Manager
to lead this transition, guiding a long-tenured operational team through change while maintaining world-class service standards in a regulated environment.
You will own the full customer journey post-signup: onboarding (B2B & B2C), support operations, escalations, compliance workflows, and the adoption of new digital processes.
The ideal candidate blends
people leadership
,
AML/KYC knowledge
, and
hands-on experience driving digital transformation
, while earning the trust of teams with deep product knowledge.
This is a high-impact role with broad cross-functional collaboration across
Product, Engineering, Compliance, Risk, Marketing, and external partners
.
Company description:
A global fintech platform enabling fast, secure, and cost-efficient cross-border transactions for SME and enterprise clients.
Backed by a well-established global bank venture, the company provides payment and FX solutions across multiple geographies, combining strong regulatory foundations with innovative technology.
With a product suite spanning domestic and international payment rails, it empowers businesses to move money globally with trust, transparency, and speed.
Key responsibilities:
Lead and develop the in-house Support team, ensuring SLAs and KPIs are consistently achieved.
Manage the introduction of scalable, automated workflows and AI-assisted support models to reduce manual effort.
Manage customer escalations across external partners, banking providers, and operational stakeholders.
Identify and resolve recurring issues using data insights and performance trends.
Act as the internal Voice of the Customer when influencing product improvements and incident prioritisation.
Maintain compliance with internal operational policies and external audit requirements.
Onboarding Operations (B2B & B2C)
Oversee onboarding for individuals and businesses, ensuring all processes meet AML/KYC standards.
Supervise PEP & Sanctions screening, fraud checks, verification workflows, and ongoing due diligence.
Serve as an escalation point for complex onboarding cases.
Partner with Risk, Compliance, and Monitoring teams during audits, inspections, and reviews.
Optimise onboarding documentation, workflow design, and quality assurance.
Digital Transformation & Process Optimisation
Lead the shift from manual/analog workflows to fully digitised processes using CRM and automation tools.
Collaborate with Product & Engineering teams on the rollout of new technology solutions.
Support change management by gaining trust from a long-tenured team and ensuring new processes are embedded.
Identify operational bottlenecks and customer pain points proactively.
Foster a culture of problem-solving, teamwork, and continuous improvement.
Build alignment around digital change, ensuring team members feel supported through transitions.
Oversee the performance and delivery of outsourced support vendors.
You might be a fit if you:
Have previous experience managing Customer Support or Onboarding teams within a regulated financial or fintech environment.
Have a strong understanding of AML/KYC processes and regulated onboarding frameworks.
Have experience leading digital transformation within operations.
Have proficiency with CRM and workflow platforms (Salesforce or equivalent).
Are highly analytical and comfortable using operational data.
Are Excellent communication skills, with confidence in managing escalations and cross-functional problem-solving.
Have the ability to thrive in a fast-paced, scaling environment.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries: Human Resources Services
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