Onboarding Operations Specialist

Job description

THE ROLE You'll own onboarding, from signup to activation. Every business that joins Altitude passes through this team, and you'll carry your own caseload end to end. You run KYC/KYB from the first document request to the moment an account is cleared: collecting documentation, verifying entities and beneficial owners, making the risk call, and escalating cases when appropriate. You're the first line of defense and are customer facing, delivering a delightful onboarding journey. The job is not queue-clearing. Onboarding is where the most friction sits and it's the single biggest lever on how fast we convert our pipeline from lead to customer. You'll be the person who sees every failure point in that process, and you'll be expected to fix them rather than absorb them. WHAT YOU'LL OWN Onboarding & Due Diligence - Own the customer onboarding process end to end, from first document request to activated account - Run KYC/KYB reviews on business entities: corporate structure, beneficial ownership, source of funds - Apply onboarding requirements across multiple jurisdictions, each with its own documentation and regulatory standards - Ensure every account clears in line with applicable partner requirements Risk & Partners - Serve as first line of defense, applying risk-based judgment rather than checklist compliance - Escalate higher-risk cases with a clear recommendation, not just a flag - Work with our external partners on onboarding matters, from routine account questions to case-by-case exceptions - Own responses to partner requests for information: accurate, complete, inside the required window Customer Communication - Be the primary point of contact through onboarding, guiding customers through what we need and why - Resolve documentation issues fast, in writing customers can act on without a follow-up call - Partner with sales and the wider business team to move accounts through without lowering the bar Process & Automation - Find the friction: which steps stall, which documents get rejected, where customers drop - Propose controls, process changes, and automation opportunities to the product team - Turn your own manual work into something the product does instead YOU MIGHT BE RIGHT FOR THIS IF - You've onboarded businesses, not just individuals; layered ownership structures and offshore holdcos don't rattle you - You can tell a real risk signal from a missing PDF, and you treat those two things differently - You write clearly under pressure - You hold the line on standards and still get the customer live - You think in process, not cases; you've found where a workflow breaks and rebuilt it instead of working around it - You know your way around onboarding and case management tooling, and you can tell what should be automated from what still needs a human - You use AI tools for document review, summarization, and drafting as a matter of course - You run your own queue and and are a self-starter - You've worked in crypto or digital assets, or you've been close enough that stablecoins, blockchain-based payments, and on-chain transaction monitoring needs no explanation REQUIREMENTS - 2+ years in KYC/KYB, onboarding, or a first-line compliance function - Working knowledge of customer due diligence requirements across more than one jurisdiction - Hands-on experience verifying business entities and beneficial ownership (UBO) - Exceptional written and verbal communication - this is non-negotiable: it's most of the job - High case volume with competing priorities, and nothing dropped - Autonomous and low-ego - fully remote, no aircover, no hand-holding WHY THIS MIGHT BE INTERESTING We have an onboarding process and it's scaling. Your job is multi-faceted: get customers onboarded, find where onboarding slows down, and make it faster, clearer, and more optimized: better tooling, tighter controls, less manual work per customer. Onboarding is a competitive advantage in this category, not a cost center. Onchain-native businesses are used to getting rejected by banks, or waiting weeks for an answer nobody will explain. Getting them live quickly, at volume, without dropping standards, is one of the clearest reasons customers pick us. That experience is yours to own. Small team, high standards. Learn more about our core values here https://squads.xyz/company.