Customer Support & Onboarding Manager (FinTech | Ireland)
Our client, an established and rapidly scaling financial services organisation is seeking a Customer Support & Onboarding Manager to lead their customer-facing operations as they transition from manual processes to a fully digital environment. This is a strategic, people-leadership role where you’ll play a pivotal part in delivering seamless onboarding and exceptional support for both B2B and B2C customers — while ensuring full compliance with AML, KYC, and regulatory standards.
Responsibilities:
- Lead and develop the Customer Support and Onboarding teams, ensuring KPIs and SLAs are consistently achieved.
- Drive the transition from manual to scalable, automated digital workflows across customer operations.
- Partner with Product, Engineering, and Compliance teams to resolve issues and continuously improve processes.
- Oversee AML/KYC processes, PEP & sanctions screening, and customer verification.
- Manage relationships with outsourced vendors and key banking partners.
- Use data insights to identify trends, improve workflows, and enhance the overall customer journey.
- Champion a customer-first culture, acting as the internal “Voice of the Customer.”
About You:
- Proven experience leading customer support and/or onboarding functions in a regulated financial services or fintech environment.
- Deep understanding of AML/KYC and compliance requirements.
- Experienced in managing outsourced vendors and ensuring operational excellence.
- Strong analytical skills with proficiency in Excel and performance reporting.
- Excellent communication, leadership, and coaching abilities.
- Hands-on experience implementing or using Salesforce is highly advantageous.
- Professional certifications in compliance, AML, or operations are a plus.
Why Join?
There is a market leading compensation package on offer. You will also be joining an organisation at a transformative stage — one that values innovation, collaboration, and inclusivity. You’ll have the autonomy to lead change, shape strategy, and build scalable processes that redefine how customers interact with financial products and services.
