Customer Support Specialist (Client Onboarding)

About the role

A fintech firm based in Karachi is hiring an onsite Customer Support Specialist (also described as Customer Success Executive / Client Onboarding Specialist) in Clifton Block 9. The role guides newly signed-up businesses through the onboarding process for a B2B remittance-based payment service, walking customers through the end-to-end KYB (Know Your Business) process, collecting and reviewing documents, assisting with account approval and explaining the first transaction.

Key responsibilities

• Pick up new sign-ups from the sales team and make first contact promptly.
• Walk customers through onboarding steps, timelines and required documents to complete business verification (KYB).
• Collect and check business documents such as registration certificates, ownership details and IDs.
• Follow up on missing or incorrect information to ensure a smooth submission.
• Stay updated on the platform and competitors to demonstrate key features and settings.
• Work with the compliance team to resolve queries and get accounts approved.
• Hand over fully onboarded clients to the support or account management team and check in after go-live.
• Share client feedback to improve the onboarding process and product.
• Keep client records and progress updated in the CRM and meet onboarding targets for turnaround time and completion rates.
• Report regularly to the manager, share client data confidentially and track onboarding until the first transaction is completed.

Required profile

• Bachelor's degree.
• 2 years of experience in fintech, client onboarding, KYC/KYB, customer success or a similar role.
• Excellent written and spoken English for an international customer-facing role.
• Strong organization and time management, professionalism and discretion with sensitive information.
• Understanding of KYB/AML processes is a strong plus; fintech, banking or payments experience is a plus.

Required skills

• Comfortable with Google Workspace, WhatsApp and Google Chat.
• Experience with CRM systems and dashboards.
• Technical understanding of cross-border payment platforms.

The position is onsite in Karachi, Monday to Friday 9AM to 6PM, with a market-competitive salary plus commission.