Partner Success and Onboarding Specialist Operations · London ·

Acquired Payments; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading payments company is searching for a Partner Success and Onboarding Specialist to provide exceptional onboarding for merchants. This role requires strong communication skills, an ability to collaborate across teams, and effective management of compliance documentation. The candidate should be proactive, detail-oriented, and eager to develop skills in the fintech industry, while working flexible hours in a hybrid environment.

Qualifications

• 1-2 years’ experience in onboarding, underwriting or compliance in eCommerce Digital Payments.
• Exceptional communication skills with the ability to influence at all levels.
• Experience working in a team with qualitative and quantitative targets.

Responsibilities

• Support merchants through the onboarding process and post-live management.
• Conduct initial reviews of merchant applications and verify documentation.
• Manage CRM to maintain a single point of truth for the customer sales-to-service cycle.

Skills

Communication

Collaboration

Analytical skills

Education

Bachelor's degree in Business, Finance, Economics, Technology or related field

Job description

We’re Acquired.com

Acquired.com are a next-generation payments business focused on powering recurring commerce.

Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystem, providing a competitive advantage and helping them achieve their goals in the digital economy.

We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers.

We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose-driven culture is seen as an enabler toachieve the extraordinary andwhere our unique differences are celebrated, wecould be the place for you!

Your Mission

As a Partner Success and Onboarding Specialist, you will be part of the Operations team reporting to the Head of Partner Success and Onboarding and play a key role in providing a great experience as Acquired works to support our merchants through the onboarding process and post-live management.

We are looking for a proactive and detail-oriented individual to join our growing Partner Success and Onboarding team. This role is perfect for someone who thrives in a cross-functional environment, enjoys working with new businesses, and is excited to develop their analytical and operational skillset in the fintech space. As a Partner Success and Onboarding Specialist, you will play a critical role in supporting our prospective merchants' onboarding, delivering an exceptional onboarding experience, and ensuring our CRM is kept up to date with your day-to-day activities. You will also build strong relationships with internal stakeholders and external partners, troubleshoot onboarding/post-live queries, and become a subject matter expert on our operational processes.

Due to the nature of the role and our business, the expectation will be for this role to operate outside of normal working hours to best support our customers. You may be required to work a rotating and flexible shift pattern and will be required to cover 24 hours, 7 days a week. Further details of this working pattern will be discussed with you during the interview process. Sufficient notice would be provided with 30/90 days notice of any substantial change in working patterns. This is a hybrid role with a minimum of 3 days per week at our office based in London.

Key Responsibilities

Onboarding: Working with our Onboarding Manager to ensure all onboarding processes meet AML, KYC, KYB and regulatory standards and following the Acquired.com onboarding process. Working with an internal stakeholder, you will also act as the main point of contact for merchants that are being onboarded to our payments partners. Follow up on open items to maintain momentum during the onboarding process, especially for merchants involving multiple acquirers.

Merchant Risk Assessment: Conduct initial reviews of merchant applications, including verifying KYC/KYB documentation. Assist in evaluating basic risk indicators such as industry type, business model, and transaction volume projections. Flag any inconsistencies, incomplete submissions, or potential high-risk elements (e.g. restricted industries, unclear ownership) for further review.

CRM Management: Ensuring that all work and activities are documented within the CRM to support the business in ensuring the CRM is the single point of truth when understanding the customer sales-to-service cycle. You will also be responsible for keeping internal teams updated on the progress of each application or escalating when blockers may occur.

Multi-Acquirer Support: Assist in preparing merchant documentation and risk summaries tailored to the individual requirements of multiple acquirers when a merchant is onboarded through more than one acquiring relationship. Liaise with internal teams and, where appropriate, support external communication efforts to ensure timely delivery of acquirer-specific requirements. Track and coordinate acquirer-specific onboarding tasks and escalate where requirements diverge or where clarification is needed.

Training and Knowledge Development: Actively engage in ongoing training and knowledge-sharing sessions to deepen understanding of payment gateway operations, risk profiles, acquirer requirements, and general underwriting best practices. Stay current on updates to onboarding policies, new acquirer documentation standards, and any changes to internal risk criteria. Take ownership of personal development by asking questions, seeking feedback, and reviewing industry materials to build a foundation for more advanced partner success and onboarding responsibilities over time.

What you’ll bring

• Bachelor's degree or equivalent experience in Business, Finance, Economics, Technology, or a related field.
• 1-2 years’ experience in an onboarding, underwriting, compliance and/or partnerships role in the eCommerce Digital Payments.
• Exceptional written, verbal, and interpersonal communication skills, with the ability to influence at all levels.
• Ability to work in a team that uses qualitative and quantitative targets to measure performance.
• Ability to collaborate effectively with cross-functional teams. Comfortable working with multiple stakeholders and managing competing priorities.
• Imagination - We are a creative business that prides itself on fresh thinking and “what ifs”. Your ideas will help shape how we grow and work - We are all ears!