Customer Onboarding Manager (Retail)

We’re looking for an experienced, self-starting, and collaborative Customer Onboarding Manager to join our Customer Success organization. In this role, you’ll be a subject matter expert on customer identification, due diligence and customer support, while supervising a team of onboarding specialists. You’ll be responsible for overseeing the strategic vision and day-to-day operations of our Retail onboarding programs to ensure we’re adhering to all legal and compliance policies and measures, while also delivering a delightful experience for our customers.

What you will do:

• Hire, train, develop, and scale a team of Retail KYC/onboarding specialists
• Manage the day-to-day operations of the Retail Onboarding Team including allocation of work, staffing coverage model, and overall productivity
• Manage our Retail KYC agent team, including conducting team meetings, 1:1s, and performance management
• Design tactical and scalable customer support workflows, processes and solutions to ensure onboarding is a seamless, timely and delightful experience for our customers
• Lead cross-functional project teams to improve the overall onboarding experience
• Partner closely with our Compliance KYC team on process and tooling optimization
• Act as a liaison between Customer Success, Compliance, Finance, Product, and Engineering teams on regulatory requirements, KYC/Onboarding workflow simplification, KYC-related product issues, and bug resolution.

• Develop and deliver regular reporting on onboarding metrics, as well as KYC agent performance metrics
• Provide regular updates to management on improving the customer onboarding experience, optimizing processes, and ensuring quality assurance across our KYC onboarding agents.

Experience & Skills We’re Looking For:

• 2+ years experience managing front line support and KYC/CDD teams
• 2+ years experience as Customer Experience or Customer Support program / project manager; preferably with Fintech or digital assets experience
• Strong understanding and subject matter expertise in KYC and Contact Center fields
• Obsessed with providing best-in-class customer experience, and a clear understanding of how KYC onboarding flows can make or break a great customer experience
• Must be able to work in a fast-paced, diverse work environment with great follow-through
• Quick learner who can adapt well to a fluid business and regulatory environment
• Strong relationship building skills and experience working with team members of all level
• Exceptional analytical skills; advanced MS Excel skills a plus
• Highly motivated, self-starting, and self-sufficient; the right candidate for this role knows how to set vision and direction + execute without heavy supervision
• Fluent English, both written and spoken
• Passion for or experience in cryptocurrencies a plus

COMPENSATION & PERKS:

• Competitive full-time salary
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
• Unlimited vacation policy; work hard and take time when you need it.
• Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
• Great office location and remote working options at your line managers discretion.