Team Lead - Sub Customer Onboarding

What you’ll do

As a Sub Customer Onboarding Team Lead, based in Madrid, you will lead a team that is in charge of performing KYC & CDD checks on our customer base from across the globe. You will guide the team to ensure we are adhering to our compliance standards, meeting our SLA’s while providing an excellent customer experience.

Your team is extremely customer-focused, highly motivated, and thrives on shared success. You will be part of a global team with diverse backgrounds and skill sets.

• You will lead the team that is responsible for the Know Your Customer (KYC) process during the onboarding of new platforms to ensure it is done efficiently and complying with all regulations.
• You will evaluate performance through metrics, track team progress and success, and present results to Senior Leadership while being ultimately responsible for all decision-making regarding your team.
• You will coach, mentor, and manage members of the team and give direct feedback
• You will manage capacity planning, including determining global coverage and weekend shifts with your peers.
• You will work closely with compliance to improve quality assurance scores.
• You will proactively manage escalations and ensure platform merchants have an excellent experience.
• You will actively anticipate new product launches and their impact on operational flows, ensuring new requirements are implemented in a scalable way.

Who you are (Mandatory):

• Strategic Regulatory Expert: You possess deep domain expertise in CDD/KYC, fraud, risk or compliance. You don’t just follow rules; you interpret the regulatory landscape to drive proactive compliance strategies and operational excellence.
• People & Resource Manager: You are a people leader with at least 2+ years of experience managing teams in high-volume Operations, Support, or Compliance environments. You have proven success in capacity planning, managing global coverage, and optimizing shift structures.
• Strategic Ownership Leader: You demonstrate end-to-end ownership of the onboarding lifecycle. You are a strategist who proactively aligns product launches with regulatory requirements, ensuring that scalability never compromises compliance integrity.
• Continuous Improvement Driver: You are obsessed with quality. You have experience working closely with Compliance and Product teams to continuously improve QA scores and operational efficiency.
• Escalation Expert: You possess exceptional stakeholder management skills and are the go-to leader for navigating complex merchant escalations and high-stakes problem-solving.
• Excellent Communicator: You communicate clearly in English, comfortably bridging the gap between technical requirements and non-technical stakeholders across the globe.

This role is based out of our Madrid office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.