hotsourced
Website:
hotsourced.io
Job details:
Customer Onboarding & Operations Lead
India (Remote) | Full-Time | Permanent | FinTech / PropTech
Placed by Hotsourced – connecting top Global talent with world-class global companies
This is a unique opportunity to become the first non-technical hire at a fast-growing UK-based fintech start-up using AI to transform the private rental market. You’ll play a pivotal role in shaping how customers experience the product—from initial onboarding to long-term success.
Joining a small, ambitious, and fully remote team, you’ll have the autonomy to build processes from the ground up and directly influence how the business scales. If you enjoy creating structure, solving operational challenges, and owning customer journeys end-to-end, this role offers meaningful impact and growth.
Company Overview / About Us
Our client is an innovative fintech company focused on improving access to rental housing through AI-driven risk assessment. By moving beyond traditional credit scoring, they enable fairer tenant evaluations while reducing risk for landlords.
Partnering with leading insurance providers and operating within a regulated environment, the company is redefining how renting works—making it faster, fairer, and more accessible. With a lean, technical team already in place, they are now building their customer-facing operations function.
Job Summary / Role Overview
As the Customer Onboarding & Operations Lead, you will own the entire post-sales customer journey—from contract finalization through onboarding and early-stage success. You will design and implement scalable onboarding processes, ensure smooth customer activation, and act as the primary point of contact for key accounts.
This role requires a proactive, detail-oriented individual who can manage multiple stakeholders, build processes from scratch, and operate independently in a remote-first environment.
Key Responsibilities
- Own and manage the full onboarding journey from signed agreement to successful platform adoption
- Build and refine onboarding processes for different customer segments
- Ensure all onboarding steps (contracts, setup, activation) are completed efficiently
- Maintain momentum across the customer pipeline to prevent drop-offs
- Support customers post-onboarding, ensuring they achieve value from the platform
- Act as the main point of contact for high-priority accounts
- Maintain accurate and up-to-date CRM records
- Prioritise accounts strategically based on business impact
- Collaborate with internal teams to share customer insights and improve the product
- Develop onboarding materials such as SOPs, guides, and knowledge bases
Required Qualifications / What We're Looking For
- Minimum 2+ years of experience in customer onboarding, customer success, account management, or sales operations
- Proven ability to build or improve operational processes from scratch
- Strong experience managing multiple customer accounts simultaneously
- Excellent written and verbal communication skills
- Experience using CRM platforms (e.g., HubSpot, Pipedrive, Apollo, or similar)
- Ability to work independently in a remote, fast-paced environment
- Strong organisational and prioritisation skills
- Customer-centric mindset with a proactive approach to problem-solving
- Ability to work UK business hours
Preferred Skills / Nice to Have
- Experience in property, insurance, or financial services industries
- Familiarity with the UK rental or housing market
- Experience working in early-stage start-ups or small teams
- Experience building onboarding workflows, SOPs, or training materials
- Exposure to FCA-regulated products or insurance environments
Work Schedule
- Monday to Friday
- 09:00 AM – 06:00 PM GMT
- 02:30 PM – 11:30 PM IST
Benefits / What We Offer
- Annual salary: ₹9,00,000 – ₹12,00,000
- Fully remote working environment
- Flexible working hours
- Hardware allowance
Click on Apply to know more.