Customer Support & Onboarding Manager

Mason Alexander; Dublin; On-site; EUR 80,000 - 100,000; Full time

Job summary

A leading financial services firm in Dublin seeks a Customer Support & Onboarding Manager to lead their teams through a digital transformation. You will ensure exceptional support for customers, manage compliance processes, and leverage data to enhance customer journeys. Strong leadership and compliance knowledge in financial services are essential. This role offers a market-leading compensation package and the opportunity to shape transformative change.

Benefits

Market leading compensation package

Autonomy to lead change

Opportunity to shape strategy

Qualifications

• Proven experience in customer support or onboarding in financial services.
• Deep understanding of AML/KYC compliance requirements.
• Strong analytical skills with performance reporting experience.

Responsibilities

• Lead and develop customer support and onboarding teams.
• Drive transition from manual to automated workflow.
• Manage relationships with vendors and banking partners.

Skills

Leadership

Customer support

Analytical skills

Communication

Compliance knowledge

Tools

Salesforce

Excel

Job description

Customer Support & Onboarding Manager (FinTech | Ireland)

Our client, an established and rapidly scaling financial services organisation, is seeking a Customer Support & Onboarding Manager to lead their customer-facing operations as they transition from manual processes to a fully digital environment. This is a strategic, people‑leadership role where you’ll play a pivotal part in delivering seamless onboarding and exceptional support for both B2B and B2C customers — while ensuring full compliance with AML, KYC, and regulatory standards.

Key Responsibilities

• Lead and develop the Customer Support and Onboarding teams, ensuring KPIs and SLAs are consistently achieved.
• Drive the transition from manual to scalable, automated digital workflows across customer operations.
• Partner with Product, Engineering, and Compliance teams to resolve issues and continuously improve processes.
• Oversee AML/KYC processes, PEP & sanctions screening, and customer verification.
• Manage relationships with outsourced vendors and key banking partners.
• Use data insights to identify trends, improve workflows, and enhance the overall customer journey.
• Champion a customer‑first culture, acting as the internal “Voice of the Customer.”

About You

• Proven experience leading customer support and/or onboarding functions in a regulated financial services or fintech environment.
• Deep understanding of AML/KYC and compliance requirements.
• Experienced in managing outsourced vendors and ensuring operational excellence.
• Strong analytical skills with proficiency in Excel and performance reporting.
• Excellent communication, leadership, and coaching abilities.
• Hands‑on experience implementing or using Salesforce is highly advantageous.
• Professional certifications in compliance, AML, or operations are a plus.

Why Join?

There is a market leading compensation package on offer. You will also be joining an organisation at a transformative stage — one that values innovation, collaboration, and inclusivity. You’ll have the autonomy to lead change, shape strategy, and build scalable processes that redefine how customers interact with financial products and services.

If you are interested in finding out more, please reach out to Dylan directly at [e-mail]