Customer Support Specialist

We are seeking a Customer Success Executive specializing in client onboarding to join a leading fintech firm based in Clifton Block 9, Karachi. This onsite role involves guiding newly signed-up businesses through the onboarding process for a B2B remittance payment service. The ideal candidate will have at least two years of experience in fintech, client onboarding, KYC/KYB, or customer success roles. Working hours are Monday to Friday, 9 AM to 6 PM, with a competitive salary plus commission.

Key Responsibilities

- Develop a strong technical understanding of cross-border payment platforms to effectively assist clients.
- Promptly engage with new sign-ups received from the sales team to initiate the onboarding process.
- Guide customers through onboarding steps, timelines, and document requirements to complete business verification (KYB).
- Collect, review, and verify business documents such as registration certificates, ownership details, and identification.
- Maintain regular communication with potential clients to follow up on missing or incorrect information, ensuring smooth submissions.
- Stay informed about the fintech platform and competitors to demonstrate key features tailored to different business needs.
- Collaborate closely with the compliance team to resolve queries and secure account approvals.
- Seamlessly transition fully onboarded clients to the support or account management teams.
- Conduct post-onboarding check-ins to ensure clients are confident in using the product.
- Collect and share client feedback to improve onboarding processes and product offerings.
- Maintain accurate and up-to-date client records, documents, and progress within the CRM system.
- Achieve onboarding targets related to turnaround time and completion rates.
- Provide regular onboarding updates and reports to management.
- Handle all client data with strict confidentiality and professionalism.
- Track onboarding progress until clients complete their first transaction.

Required Qualifications

- Bachelor’s degree from a recognized institution.
- Minimum of two years’ experience in fintech, client onboarding, KYC/KYB, customer success, or a related field.
- Excellent written and spoken English skills suitable for an international, customer-facing role.
- Strong organizational and time management abilities to handle multiple onboarding processes simultaneously.
- High level of professionalism and discretion when managing sensitive client information.
- Proficiency with Google Workspace, WhatsApp, and Google Chat for communication and collaboration.
- Experience using CRM systems and dashboards to manage client data and track progress.
- Understanding of KYB and AML processes is highly advantageous.

Preferred Qualifications and Benefits

- Previous experience in fintech, banking, or payments sectors is considered a plus.
- Competitive market salary combined with commission incentives.
- Opportunity to work in a dynamic fintech environment with cross-functional collaboration across sales, compliance, and support teams.

This role offers a unique chance to contribute to a fast-growing fintech company by ensuring a smooth and efficient onboarding experience for business clients. If you are detail-oriented, customer-focused, and eager to work in a collaborative setting, this position is an excellent fit.