Customer Success & Onboarding Manager, Zai
Innovative financial services
Job no longer available
Innovative financial services
101-200 employees
Job no longer available
101-200 employees
Company mission
To power our customers by making innovative financial services accessible to all.
Role
Who you are
- This position requires a dedicated individual who is passionate about delivering exceptional service and building strong relationships with our clients
- If you are a proactive problem-solver with excellent communication skills and a commitment to customer excellence, we would love to see an application from you
- Proven experience managing customer support and/or onboarding teams in a regulated financial services environment
- Deep understanding of AML/KYC compliance and operational risk within B2B and B2C onboarding
- Experience managing outsourced vendors and support partners
- Familiarity with CRM and support tools (e.g., Salesforce, Zendesk)
- Strong Excel and data analysis skills to monitor trends and create performance reports
- Excellent communication skills (written and verbal)
- Strong interpersonal and coaching skills; able to lead, inspire, and support others
- Proactive, detail-oriented, and comfortable working in a fast-paced, constantly evolving environment
- Demonstrated experience in business process improvement and documentation
- Relevant professional qualifications or certifications (AML, compliance, operations) are an advantage
What the job involves
- The Customer Success & Onboarding Manager will play a crucial role in ensuring a seamless experience for our customers from the moment they onboard our platform
- Lead the in-house Customer Support team to ensure agreed KPIs and SLAs are consistently met
- Manage escalations with banking partners, outsourced vendors, and other stakeholders
- Use data to identify trends, improve processes, and resolve issues that impact customer experience
- Serve as the internal Voice of the Customer when escalating incidents and influencing product prioritisation
- Partner with Product and Engineering teams to resolve platform-related issues and drive continuous improvement
- Expand scalable AI and automated led customer enablement
- Drive adoption of a centralised knowledge base and customer-facing support centre content
- Lead team huddles and promote a resilient, problem-solving culture
- Coach and support agents to address customer complaints related to service quality
- Ensure compliance with internal policies and external audits related to change and support
- Own the relationship and performance management of outsourced support vendors where applicable
- Oversee B2B and B2C onboarding processes, ensuring compliance with AML, KYC, and regulatory requirements
- Perform quality assurance and support reviews of high-risk or complex onboarding cases
- Oversee PEP and Sanctions screening, fraud checks, and customer verification
- Act as point of escalation for complex or sensitive onboarding cases
- Ensure ongoing due diligence processes are effective, timely, and audit-ready
- Support and contribute to operational and AML audits, inspections, and regulatory engagements
- Review and optimise onboarding processes and documentation
- Partner with Compliance and Risk functions to meet internal and regulatory standards
- Collaboration with the marketing team as part of the end to end customer experience and joint team working
Our take
Zai is the result of a 2021 merger between two highly successful fintech startups – Dublin based peer-to-peer currency exchange marketplace CurrencyFair, formed in 2009, and Australian automated payments engine Assembly Payments, formed in 2013.
This merger was the result of a major investment by Standard Chartered and was carried out with the strategic aim of jointly offering a full range of payment services. This indicates that the new company is now a major player in a fintech industry that’s expected to be worth almost $700 billion by 2030.
To accelerate operations across its eight locations in Europe, America, Asia and Oceania, the company intends to triple its staff headcount over the next few years while rolling out more tech solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Company benefits
- Global market exposure in an organization where your ideas and contributions have a strong impact on success
- A company culture with an innovative, inclusive & collaborative mindset
- A collaborative and flexible work environment. Work remotely from our global offices.
- Competitive salary packages & benefits
Company HQ
Dublin, Ireland
Leadership
Shamus Hodgson
(CEO)Currently CEO of CurrencyFair. Previously CEO of Lumon, Foreign Currency Direct plc and Managing Director of Moneybarn.
Salary benchmarks
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