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. Skills : Onboarding CF8 CF4 Benefits : Work From Home