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 Monday to Friday from 9 AM to 6 PM, you will play a crucial role in ensuring a smooth and efficient onboarding experience for new clients, collaborating closely with sales, compliance, and support teams. The position offers a market-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 required documentation to complete business verification (KYB).
- Collect and verify business documents such as registration certificates, ownership details, and identification to finalize registration.
- Maintain regular communication with potential clients, following up on missing or incorrect information to ensure smooth submissions.
- Stay informed about the fintech platform’s features and competitors to demonstrate relevant functionalities to different businesses.
- Collaborate with the compliance team to address queries and facilitate 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.
- Gather and share client feedback to help improve the onboarding process and product offerings.
- Keep client records, documents, and progress updated within the CRM system.
- Meet 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 and follow up 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 manage multiple onboardings simultaneously.
- High level of professionalism and discretion when handling sensitive information.
- Proficiency with Google Workspace, WhatsApp, and Google Chat.
- Experience working with CRM systems and dashboards.
- Understanding of KYB/AML processes is highly advantageous.

Preferred Qualifications and Benefits

- Previous experience in fintech, banking, or payment industries is a plus.
- Competitive salary package with commission incentives.
- Opportunity to work in a dynamic fintech environment with exposure to international clients.
- Collaborative work culture with cross-functional teams including sales, compliance, and support.

This role is offered through HR Ways, a globally recognized technical recruitment firm specializing in IT and software talent acquisition. HR Ways supports over 300 employers worldwide, including leading SaaS companies and innovative startups, with operations across multiple countries. Join a forward-thinking fintech company and contribute to shaping seamless client experiences in the fast-evolving payments landscape.