Team Lead - Sub Customer Onboarding

United States Digital Space LLC; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC in Madrid is seeking a Sub Customer Onboarding Team Lead to guide a KYC/CDD team across the globe, ensuring compliance and excellent customer experience.

You will coach and manage team members, optimize capacity planning, track metrics, and collaborate with Compliance and Product to scale onboarding while meeting SLAs. This Madrid-based role emphasizes strong regulatory expertise, stakeholder management, and English communication in a global environment.

Formación

• Deep domain expertise in KYC/CDD, fraud, risk or compliance.
• 2+ years of experience leading teams in high-volume Operations or Compliance.
• End-to-end ownership of the onboarding lifecycle with scalability.
• Collaboration with Compliance and Product to improve QA scores.

Responsabilidades

• Lead the KYC/CDD onboarding team to ensure compliant and efficient onboarding.
• Evaluate performance with metrics and present results to Senior Leadership.
• Coach, mentor, and manage team members across global shifts.
• Manage capacity planning and determine global coverage and weekend shifts.
• Work with Compliance to improve QA scores and escalation handling.
• Proactively align onboarding with new product launches for scalability.

Conocimientos

KYC/CDD

Regulatory knowledge

Team leadership

Capacity planning

Stakeholder management

English communication

Descripción del empleo

This is the company

the company provides payments, data, and financial products in a single solution for customers like Facebook, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At the company, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

What you’ll do

As a Sub Customer Onboarding Team Lead, based in Madrid, you will lead a team that is in charge of performing KYC & CDD checks on our customer base from across the globe. You will guide the team to ensure we are adhering to our compliance standards, meeting our SLA’s while providing an excellent customer experience.

Our teams work closely with our commercial, compliance and product teams while collaborating with some of the world’s biggest companies in order to ensure compliance with rules and regulations. You will become a part of our growth in improving customer onboarding experience as well as scaling the company to the next level.

Your team is extremely customer-focused, highly motivated, and thrives on shared success. You will be part of a global team with diverse backgrounds and skill sets.

• You will lead the team that is responsible for the Know Your Customer (KYC) process during the onboarding of new platforms to ensure it is done efficiently and complying with all regulations.

• You will evaluate performance through metrics, track team progress and success, and present results to Senior Leadership while being ultimately responsible for all decision-making regarding your team.

• You will coach, mentor, and manage members of the team and give direct feedback

• You will manage capacity planning, including determining global coverage and weekend shifts with your peers.

• You will work closely with compliance to improve quality assurance scores.

• You will proactively manage escalations and ensure platform merchants have an excellent experience.

• You will actively anticipate new product launches and their impact on operational flows, ensuring new requirements are implemented in a scalable way.

Who you are (Mandatory):

• Strategic Regulatory Expert: You possess deep domain expertise in CDD/KYC, fraud, risk or compliance. You don’t just follow rules; you interpret the regulatory landscape to drive proactive compliance strategies and operational excellence.

• People & Resource Manager: You are a people leader with at least 2+ years of experience managing teams in high-volume Operations, Support, or Compliance environments. You have proven success in capacity planning, managing global coverage, and optimizing shift structures.

• Strategic Ownership Leader: You demonstrate end-to-end ownership of the onboarding lifecycle. You are a strategist who proactively aligns product launches with regulatory requirements, ensuring that scalability never compromises compliance integrity.

• Continuous Improvement Driver: You are obsessed with quality. You have experience working closely with Compliance and Product teams to continuously improve QA scores and operational efficiency.

• Escalation Expert: You possess exceptional stakeholder management skills and are the go-to leader for navigating complex merchant escalations and high-stakes problem-solving.

• Excellent Communicator: You communicate clearly in English, comfortably bridging the gap between technical requirements and non-technical stakeholders across the globe.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at the company.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, the company encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Madrid office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.