In short:
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:
1. Customer Support Leadership
* 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.
2. 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.
3. 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.
4. People Leadership & Culture
* 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.