Onboarding Lead

About us: BVNK provides modern payment infrastructure for businesses. We unify banks and blockchains in a single platform. With BVNK, businesses can send and receive stablecoin payments, convert between currencies, and add stablecoin payments to their checkout. Using our flexible platform and robust global licensing and compliance expertise, innovators can launch new payment products quickly and compliantly.

We are a diverse team spread across EMEA, North America, and APAC, with a shared belief that all payment flows will interact with crypto in the coming decade, and BVNK will be at the forefront of this transformation of the financial system. We recently secured a strategic investment from Visa through their Visa Ventures arm. This follows our $50 million Series B in December, led by Haun Ventures with participation from Coinbase Ventures, Scribble Ventures, DRW Venture Capital, Avenir, and Tiger Global. The continued confidence from these leading investors has enabled us to accelerate our growth trajectory, and we're looking for smart, ambitious people to help us build the next generation of payments.

We're incredibly honoured to have made Newsweek's list of The Top 100 Global Most Loved Workplaces two years running (2023 and 2024) and to have been recognised by LinkedIn as one of the Top 20 Startups in the UK in 2024.

About this role in the team:

We're seeking an experienced, detail-oriented and customer-obsessed Onboarding Lead to join our fast-growing team. Reporting to the Head of CPR, you'll play a key role in delivering a seamless onboarding experience for new BVNK clients — across both fiat and crypto payment products. You will be managing a brand new team that is currently being created due to the increase in customer onboarding across all BVNK's products & geographies. You'll work closely with Compliance, Risk, Account Management, and Product to ensure each new customer is set up for success, with a strong focus on operational readiness, regulatory requirements, and exceptional service. This is a high-impact role that requires a proactive mindset, strong ownership, and a desire to continually improve processes in a fast-paced environment.

Key Areas of Responsibilities:

• Own the end-to-end onboarding process for new clients — from documentation collection and KYC completion through to activation and first transaction support.
• Act as the primary point of contact for onboarding queries, providing timely and professional support throughout the process.
• Ensure all onboarding activities meet internal compliance and regulatory standards.
• Collaborate cross-functionally with Risk, Compliance, Support, and Account Managers to resolve blockers and deliver a smooth go-live experience.
• Continuously identify opportunities to improve the onboarding journey — through automation, documentation, tooling, or process refinement.
• Maintain accurate onboarding records and ensure internal systems are up-to-date.
• Train and coach junior support analysts on onboarding best practices.
• Proactively monitor onboarding timelines and communicate updates to internal stakeholders.
• Provide feedback and insights to the Product and Operations teams on common customer onboarding challenges or friction points.

What we need from you:

• 2–4 years experience in a Lead position within onboarding within a fintech, payments, or crypto environment.
• Strong knowledge of KYB, AML and customer due diligence processes.
• Experience managing multiple onboarding projects or clients in parallel.
• A customer-first mindset with excellent communication and stakeholder management skills.
• Proactive and solutions-driven — you spot problems before they escalate and take initiative to fix them.
• High attention to detail and strong organisational skills.
• Familiarity with tools like Zendesk, Salesforce, or onboarding platforms is a plus.
• A strong interest in digital assets and modern payment infrastructure.

What you can expect from us:

• Fair and competitive salary at every stage of your growth.
• Meaningful ownership in the business through our employee option scheme.
• Flexible working hours, with hybrid working at its heart.
• A culture built on passionate, growth-minded people.
• A flexible approach to holiday.
• Opportunities to travel to our offices around the world.
• An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets.

At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we'd encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.