Onboarding Specialist

Yonda; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

Yonda is seeking an Onboarding Specialist in London to guide new clients through the initial setup and data collection, ensuring a smooth, accurate start to their journey. You will explain complex concepts clearly, collaborate with product and tech teams, and build strong client relationships from day one.

You will own the onboarding experience, spotting issues early and documenting processes to support continuous improvement.

Qualifications

• Experience in a client-facing or onboarding role, ideally in SaaS, fintech, or professional services.
• Excellent attention to detail and ability to spot issues early.
• Analytical and logical thinking with structured processes.
• Strong communication skills to explain complex topics simply.
• Passion for helping clients feel informed and supported.

Responsibilities

• Lead the onboarding process for new clients, ensuring data, documentation, and setup steps are completed accurately.
• Be the first contact for client questions during onboarding, explaining complex concepts in accessible terms.
• Identify nuances or inconsistencies in client submissions and escalate when needed.
• Collaborate with Product and Tech to relay feedback and improve tools and processes.
• Build trusted relationships with clients, supporting them through the onboarding journey.
• Maintain internal records and assist in creating onboarding guides and knowledge base content.

Skills

Attention to detail

Analytical thinking

Communication

Client-facing experience

Ownership mindset

Collaboration

Tools

Notion

Intercom

HubSpot

Job description

At Yonda, we believe that a great customer journey starts with a great onboarding experience. As our Onboarding Specialist, you'll play a critical role in setting clients up for long-term success. You'll be their first real interaction with our service delivery team, and how you guide them through the early stages of their journey will shape their trust, confidence, and experience with Yonda from day one.

In this role, you'll need to quickly build a deep understanding of Yonda's systems and services, as well as the broader ecosystem our clients operate in. That means being comfortable navigating a wide range of eCommerce platforms, billing tools, and financial systems and helping clients do the same. You'll need to connect the dots between business operations, tax requirements, and technology, all while communicating clearly and empathetically.

We're looking for someone who's passionate about getting things right the first time, who can spot issues before they become problems, and who genuinely enjoys helping clients understand complex things in simple terms.

Key Responsibilities

• Lead the onboarding process for new clients, ensuring all required data, documentation, and key setup steps are completed accurately and efficiently.
• Act as the first point of contact for client questions during onboarding, explaining complex and technical concepts in accessible, layman's terms.
• Identify nuances or inconsistencies in client submissions - knowing when to dig deeper and when to escape to internal teams.
• Collaborate with our Product and Tech teams to relay client feedback, highlight recurring issues, and contribute to improvements in tools and processes.
• Build trusted relationships with clients, helping them feel confident and supported during a critical phase of their journey.
• Maintain high-quality internal records and support the creation of onboarding guides, knowledge base content, and internal documentation.

What We're Looking For

• Experience in a client-facing or onboarding role, ideally in SaaS, fintech, or professional services
• Excellent attention to detail - you notice the small things that can have a big impact and you know when something doesn't quite add up.
• Analytical and logical thinking - you're comfortable working through structured processes and dealing with edge cases.
• Strong communication skills - both written and verbal, with the ability to explain complex topics simply and clearly.
• A genuine passion for working with clients - you're motivated by helping people feel informed, empowered, and successful.
• Collaborative approach - you're excited to learn how Yonda's systems work and to partner with other teams to improve the client experience.
• A mindset for ownership - you care deeply about doing things right and understand the long-term value of great onboarding.

Nice to have's:

• Experience in a client-facing or onboarding role, ideally in SaaS, fintech, or professional services
• Familiarity with tax, compliance, or regulatory frameworks
• Comfortable using tools like Notion, Intercom, HubSpot, or similar CRM/support platforms

Why Yonda:

Who we are:

Yonda is a fast-growing, client-obsessed team making global tax compliance less painful for online sellers. Our mission is to give back to business owners, CFOs and finance teams via a fully automated, ready-to-go platform combining human expertise and innovation. We offer a fast-paced environment with opportunities for ownership, influence and growth across the business. Trusted by over 300 business with significant plans for growth, this is a team reinventing global tax where your contribution could be significant for Yonda & your career.

Yonda is an Equal Opportunities Employer and welcome applications from all suitably qualified candidates regardless of age, disability, gender, gender identity or expression, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, or sexual orientation. We are committed to a diverse and inclusive workplace. If you need any adjustments during the recruitment process, please let us know.