Location: Dublin
Job Type: Permanent
Salary: €70k – €90k
About the job
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.