▷ Apply Now Customer Success Lead

2 weeks ago


Dublin, Ireland Morgan McKinley Full time

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.



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