Onboarding Success Team Lead

PXP; Ware; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading payment provider in the UK is seeking an Onboarding Success Team Lead to oversee a dynamic team responsible for delivering an exceptional onboarding experience for merchants. The ideal candidate has a proven track record in customer success and leadership, particularly within fintech environments. This role offers a competitive salary, hybrid working options, and various employee benefits such as healthcare plans and generous holiday provisions.

Benefits

Hybrid Working

25 days holiday

Free onsite parking

Health Cash Plan

Private Healthcare after 2 years

Life Assurance after probation

Attractive Group Bonus Scheme

Qualifications

• Proven experience in onboarding, customer success, or operations.
• Prior leadership experience in a fast-paced environment.
• Ability to manage multinational teams across time zones.

Responsibilities

• Lead and develop an Onboarding Success Team of 5 specialists.
• Monitor the complete onboarding lifecycle.
• Collaborate with various teams to ensure technical readiness.

Skills

Onboarding expertise

Leadership experience

Ecommerce and POS understanding

Strong communication skills

Stakeholder management

Collaborative mindset

Tools

CRM systems

Onboarding tools

Job description

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Employment status: Full-time, Permanent.

Working hours: Monday to Friday, 9:00am – 5:00pm.

Picture yourself at the cutting edge of payments innovation, where each project has the potential to transform the industry. We’re on a dynamic path to redefine what’s possible, with a powerful portfolio that’s set to surpass the competition and position us as a global leader. This is your chance to join us at a pivotal moment in our journey—where your work can make an extraordinary impact.

If you've ever dreamed of being part of something remarkable from the beginning, this is your opportunity. As we grow, your role will shape the future, impact customers worldwide, and drive us toward becoming a game-changer in payments. Join us, and let’s create something truly ground-breaking together.

In this role you will add value to PXP by:

Leading and developing a high-performing Onboarding Success Team to deliver a best-in-class onboarding experience for merchants and partners across ecommerce and POS environments. You will ensure operational excellence, collaborate cross-functionally, and drive continuous improvement in onboarding processes.

A typical week as an Onboarding Success Team Lead might involve:

• Leading, coaching, and developing a team of 5 onboarding specialists to meet KPIs and SLAs.
• Monitoring the full onboarding lifecycle from application to go-live.
• Acting as a point of escalation for complex onboarding issues.
• Collaborating with the Integration Team to ensure technical readiness.
• Leading scoping calls with potential customers alongside Sales and Technical teams.
• Tracking and reporting onboarding progress and pipeline health.
• Driving process improvements to enhance speed, accuracy, and satisfaction.
• Liaising with Risk, Compliance, Product, and Commercial teams to remove blockers.
• Ensuring compliance with internal policies and external regulations.
• Supporting internal and external training initiatives.

We are looking for someone who:

• Has proven experience in onboarding, customer success, or operations within a PSP, acquiring bank, or fintech.
• Has prior leadership experience in a fast-paced, high-growth environment.
• Understands ecommerce and POS payment solutions.
• Is familiar with onboarding tools, CRM systems, and ticketing platforms.
• Has experience working with integration, risk, and commercial teams.
• Can manage multinational teams across time zones.
• Possesses strong communication, stakeholder management, and organizational skills.
• Is proactive, collaborative, and solution-oriented.

We would love someone to have any of the following:

• Experience in multi-acquirer or multi-MID environments.
• Knowledge of vertical-specific onboarding needs (e.g., hospitality, retail, digital goods).

What we can offer you:

Competitive package and other employee benefits such as:

• Hybrid Working.
• 25 days holiday (excluding public holidays).
• Free onsite parking.
• Health Cash Plan, after probation
• Private Healthcare, after 2 years’ service.
• Life Assurance, after probation.
• Offices close to transport links.
• Small and friendly team.
• Attractive Group Bonus Scheme
• A diversified range of activities in an international environment.
• To be a part of a supportive and dynamic team with ambitious, yet realistic objectives for the future.

About us

PXP is a well-established and respected name within the payment industry.

We boast an impressive and diverse client database across the globe and have over 30 years of experience within the payments space.

170+ people are employed across our regional offices located in the UK, Austria, Bulgaria, India and the US.

PXP are a leading payment provider with a reputation of a reliable payment and acquiring platform as well as offering operational excellence and best in class service for all of our clients.

We strongly believe these are fundamental values which contribute to our customers success because for our clients, regardless of sector, taking payment is one of the most important parts of their business.

The UK office is open daily, has free onsite parking, and is ideally placed within a 5 minute walk from the train station located in a small and friendly village.

We listened to our employees and now offer a fantastic hybrid working option, with a minimum two days in the office and optional 3 days home working

Take your career to the next level and join us as we redefine the payments industry. With our CARE values at the core of everything we do, let’s innovate together.

CARE: Customer at our Core, Accountability, Respect, and Excellence.

These principles guide everything we do, from how we interact with our customers to how we support one another as a team.