Onboarding Specialist (KYC & Client Onboarding)

About the role

Scalemill helps B2B SaaS companies set up off-site inside sales, support and customer success teams, specializing in lead generation and appointment setting. This full-time, office-based role in Lahore manages the end-to-end client onboarding process, including accurate documentation, KYC verification and timely account activation. It reports to the Team Lead and Account Manager.

Key responsibilities

• Guide new clients through onboarding, explain requirements, procedures and timelines, and follow up to collect documents
• Manage the onboarding process from first contact to account activation, monitor progress and resolve delays
• Verify customer identities under KYC requirements, collect CNIC, photos, proof of address and other documents, and keep verification records up to date
• Coordinate with sales, compliance, operations, product and support teams, and hand clients over to operations
• Maintain onboarding records in the CRM, track pending documents and verification status, and prepare performance reports
• Respond promptly to client queries and follow up proactively to avoid delays
• Support junior team members and suggest improvements to onboarding procedures

Required profile

• Bachelor's degree
• Fluent written and spoken English
• At least 2 years of proven experience in a related role
• Comfortable with basic technology, online messaging tools (WhatsApp, Google Chat) and office software

Required skills

• CRM/ERP and dashboard experience
• Google Suite (Gmail, Docs, Sheets, Slides)
• Salesforce, Salesloft, Aircall and Backoffice
• Task management apps such as TickTick