Onboarding Specialist (Remote)

Fena, a UK-based FCA-regulated fintech, is seeking a remote Onboarding Specialist to join their growing customer team. This role is aligned with UK working hours and offers a competitive salary of $1,000 to $1,200 per month, along with 20 days of paid annual leave. As an Onboarding Specialist, you will be the first point of contact for new customers, helping wholesalers, distributors, and D2C brands get set up quickly and confidently on Fena’s innovative Open Banking payments and B2B commerce software. Your work will ensure customers go live smoothly and start realizing value from products such as Pay by Bank, Pay by Link, Variable Recurring Payments, and the Shopify B2B Wholesale App.

Key Responsibilities
- Conduct onboarding calls and walkthroughs with new merchants, wholesalers, and D2C brands to guide them through the setup process.
- Assist customers with account setup, KYC/KYB document collection, and activation of Fena’s payments and software products.
- Configure customer accounts, payment links, integrations (including Shopify), and basic product settings.
- Serve as the primary contact during the onboarding period, responding promptly to questions via email, chat, and video calls.
- Identify friction points in the onboarding journey and collaborate with product and process teams to implement improvements.
- Work closely with Sales and Support teams to ensure a seamless transition from signed customer to active user.
- Maintain accurate and up-to-date records in CRM systems and onboarding trackers.

Required Qualifications
- 1–2+ years of experience in client-facing roles such as onboarding, customer success, account management, or implementation.
- Excellent written and spoken English, with the ability to communicate clearly and professionally with UK-based customers.
- Confident and friendly communicator who can guide customers from confusion to confidence.
- Ability to manage multiple customer accounts simultaneously at various stages of onboarding.
- Strong attention to detail, particularly regarding documentation, compliance, and account setup.
- Reliable home office setup with stable internet, a quiet environment for calls, and availability to work UK hours consistently.

Preferred Qualifications and Benefits
- Technical understanding of APIs, integrations, payment links, webhooks, or e-commerce platforms, especially Shopify.
- Experience in fintech, payments, SaaS, or B2B e-commerce sectors.
- Familiarity with tools such as Freshdesk, HubSpot, Slack, or similar CRM and support platforms.
- Knowledge of Open Banking, KYC/KYB processes, or financial compliance is advantageous.

What Fena Offers
- Competitive monthly salary ranging from $1,000 to $1,200, based on experience.
- 20 days of paid annual leave.
- Fully remote work with the flexibility to operate from home.
- Alignment with UK working hours, with public holidays to be agreed upon.
- A direct role in a fast-growing UK fintech where your contributions have visible impact.
- Opportunities for career growth into senior customer success, account management, or technical roles as the company expands.

This is an excellent opportunity for a motivated professional to join a dynamic fintech environment, helping customers succeed while developing their own career in a supportive, remote-first company.