Blockchain.com is hiring a

Web3 KYC Onboarding Program Manager

Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

Team Description

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing global customer base.

What You’ll Do:

We’re looking for an experienced, self-starting, and collaborative KYC Customer Onboarding Program Manager to join our Customer Success organization. In this role, you’ll be a subject matter expert on customer identification, due diligence and enhanced due diligence, and customer risk rating, while supervising a team of onboarding specialists. You’ll be responsible for overseeing both the strategic vision and day-to-day operations of the program to ensure we’re adhering to all legal and compliance policies and measures, while also delivering a delightful onboarding experience for our customers.

Manage and grow the Customer Success department to support Blockchain’s product offerings and services:

• Hire, train, develop, and scale a team of KYC/onboarding specialists
• Manage the day-to-day operations of the KYC Onboarding Program including allocation of work, staffing coverage model, and overall productivity
• Supervise KYC contractor workforce, including conducting team meetings, 1:1s, and performance managing as necessary
• Design tactical and scalable KYC workflows and solutions to ensure onboarding is a seamless, timely and delightful experience for our customers
• Craft and implement clear KPIs and SLAs to help improve the team's performance and ensure all goals are met.
• In collaboration with our Compliance team, act as escalation point and be able to provide subject matter expertise on KYC related matters
• Act as a liaison between Customer Success, Compliance, Finance, Product, and Engineering teams on regulatory requirements, KYC workflow simplification, KYC-related product issues, and bug resolution.
• Identify KYC program issues, communicate them cross-functionally and drive them to resolution
• Manage the tools and systems used for automated customer onboarding and screening
• Develop and deliver reporting on key risk and performance indicators and workflow metrics for senior management with a view to improving customer experience, optimizing processes, and providing transparency regarding operating and control effectiveness.

Experience & Skills We’re Looking For:

• 2+ years experience managing front line support and KYC/CDD teams or 2+ years as KYC or AML program / project manager; preferably with Fintech or digital assets experience
• Strong understanding and subject matter expertise in KYC/AML
• Obsessed with providing best-in-class customer experience, and a clear understanding of how KYC onboarding flows can make or break a great customer experience
• Must be able to work in a fast-paced, diverse work environment with great follow-through
• Quick learner who can adapt well to a fluid business and regulatory environment
• Strong relationship building skills and experience working with team members of all level
• Exceptional analytical skills; advanced Excel skills a plus
• Highly motivated, self-starting, and self-sufficient; the right candidate for this role knows how to set vision and direction + execute without heavy supervision
• Fluent English, both written and spoken
• Passion for or experience in cryptocurrencies a plus

COMPENSATION & PERKS:

• Competitive full-time salary
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
• Unlimited vacation policy; work hard and take time when you need it.
• Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
• Great office location and remote working options at your line managers discretion.

APPLICATION:

• CV
• LinkedIn profile.
• Link to personal website and/or blog (if applicable).

Apply Now: