Onboarding Specialist

Job Title: Onboarding Specialist

Location: London – Hybrid

Team: Service

Reports to: Head of Operations

Salary : £40k-£50k

Equity : Participate in Yonda’s EMI Scheme

About the Role

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.

This role goes beyond ticking boxes — 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 escalate 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

• 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.

Desirable but Not Essential

• Experience in a client-facing or onboarding role, ideally in SaaS, fintech, or professional services
• Familiarity with tax, compliance, or regulatory frameworks
• A degree in a STEM subject (Science, Technology, Engineering, Mathematics)
• Comfortable using tools like Notion, Intercom, HubSpot, or similar CRM/support platforms

Why This Role Matters

Onboarding isn’t just the first step in the customer journey — it’s the foundation for everything that follows. If we get it right, clients feel confident, informed, and set up for success. If we get it wrong, it’s hard to recover. That’s why we’re looking for someone who takes pride in the details, loves working with people, and understands just how important this phase of the journey is.

Why Yonda?

We’re a fast-growing, client-obsessed team making global tax compliance less painful for online sellers. You’ll join a collaborative, supportive environment where your work has a real impact—and where you’ll have the freedom to grow your skills and help shape how we support and delight our clients from day one.