Customer Success & Onboarding Implementation Manager

At CurrencyFair, we're passionate about revolutionising the way people send and receive money around the world. As a peer-to-peer currency exchange, we're making it easier and more affordable for individuals and businesses to transfer funds across borders. We're looking for talented individuals who share our vision and want to join us in disrupting the traditional financial services industry. If you're excited about the prospect of using your skills to help people save money and time, we'd love to hear from you.

As the Customer Success & Onboarding Implementation Manager, you will play a pivotal role in delivering a seamless and engaging experience for our customers from the moment they join our platform. We're seeking someone with a strong track record in leading digital transformation initiatives, as we transition from traditional analog processes to fully digitized workflows. You’ll be instrumental in shaping our customer journey, identifying process improvements, and ensuring high adoption and satisfaction rates. This is a strategic role that requires both hands-on execution and cross-functional collaboration to drive lasting change

Customer Support

• Lead the in-house Customer Support team to ensure agreed KPIs and SLAs are consistently met.

• Lead the transition from manual, analog processes to scalable, automated digital workflows across Customer Support

• Collaborate with cross-functional teams to redesign legacy processes for digital adoption while maintaining compliance and service quality.

• 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

Onboarding

• Oversee B2B and B2C onboarding processes, ensuring compliance with AML, KYC, and regulatory requirements.

• Lead the transition from manual, analog processes to scalable, automated digital workflows across the Onboarding Function

• 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

QUALIFICATIONS/SKILLS/EXPERIENCE REQUIRED:

• Proven experience managing customer support and/or onboarding teams in a regulated financial services environment.

• Experience with implementing CRM and support tools (Salesforce preferable).

• Deep understanding of AML/KYC compliance and operational risk within B2B and B2C onboarding.

• Experience managing outsourced vendors and support partners.

• 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.

At Currencyfair, we are committed to diversity and inclusion. By providing equal opportunities we foster a work environment which embraces diversity and gets the best out of the broadest spectrum of people to sustain business performance and competitive advantage. We build an inclusive culture by demonstrating respect for each other’s unique strengths and perspectives to enable every employee to develop a sense of belonging and have the opportunity to maximise their potential.