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

• 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.

• 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.

• 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.

• 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.