Customer Success Lead

My client, a fintech company are looking for a leader to manage Customer Support and Onboarding, ensuring customers have a smooth and compliant experience from day one. You'll drive the shift from manual processes to digital, automated workflows, while managing teams, improving customer journeys, and ensuring compliance with AML/KYC regulations.

Key Responsibilities

Customer Support

• Lead and manage the Customer Support team, meeting KPIs and SLAs.

• Transition manual processes into scalable, digital workflows.

• Manage escalations with banks, vendors, and internal teams.

• Use data to spot trends, resolve issues, and improve customer experience.

• Partner with Product/Engineering to fix issues and enhance features.

• Build out AI/self-service support tools and knowledge base.

• Coach and support team members to deliver excellent service.

• Ensure compliance with policies, audits, and regulations.

• Oversee outsourced vendor performance.

Onboarding

• Oversee B2B and B2C onboarding with AML/KYC compliance.

• Review and escalate complex or high-risk cases.

• Manage sanctions screening, fraud checks, and verification.

• Ensure due diligence processes are audit-ready and timely.

• Support regulatory audits and inspections.

• Continuously improve onboarding workflows and documentation.

• Partner with Compliance, Risk, and Marketing to deliver a seamless customer journey.

Skills & Competencies

• Strong knowledge of AML/KYC and global regulatory frameworks.

• Skilled in data analysis (Excel) and reporting.

• Excellent leadership, communication, and coaching skills.

• Experience in process improvement and digital transformation.

• Knowledge of Salesforce and information security requirements is a plus.

Experience Required

• Proven leadership in Customer Support and/or Onboarding within financial services.

• Deep knowledge of AML/KYC processes and operational risk.

• Experience managing outsourced vendors.

• Track record of driving automation and digital adoption.

• Professional certifications (AML, Compliance, Operations) are an advantage.