Onboarding Specialist (Remote)

About the role

Fena, a UK‑based fintech, is looking for an Onboarding Specialist to guide new merchants, wholesalers and D2C brands through the setup of its Open Banking payment and B2B commerce solutions. The role is fully remote, aligned to UK working hours, and serves as the first hands‑on contact after a customer signs up.

Key responsibilities

• Run onboarding calls and walkthroughs, assisting customers with account setup, KYC/KYB documentation and going live on Fena’s products.
• Configure payment links, integrations (e.g., Shopify) and basic product settings, and act as the primary point of contact during the onboarding window.
• Identify friction points in the onboarding journey and relay feedback to product and process teams.
• Maintain accurate records in the CRM and onboarding trackers, and ensure smooth handover from sales to active user.

Required profile

• 1–2+ years in a client‑facing role such as onboarding, customer success, account management or implementation.
• Excellent written and spoken English, with a professional and friendly communication style.
• Ability to juggle multiple accounts at different onboarding stages and strong attention to detail, especially around compliance documentation.
• Reliable home office setup with stable internet and the ability to work UK hours.

Required skills

• Familiarity with APIs, integrations, payment links and webhooks.
• Experience with e‑commerce platforms, especially Shopify.
• Knowledge of CRM/support tools such as Freshdesk, HubSpot and Slack.

What we offer

• Salary $1,000‑$1,200 USD per month (based on experience).
• 20 days paid annual leave.
• Fully remote work with UK working hours.
• Opportunity to grow into senior customer success, account management or technical roles as the company scales.