The B2C Onboarding Specialist is responsible for ensuring workers successfully onboard onto Ontop and are fully prepared to receive their first payment. This role focuses on guiding workers through account setup and verification while creating a positive first experience with the platform. The B2C Onboarding Specialist works closely with Product, Compliance, and Support teams to reduce onboarding friction, improve the worker onboarding journey, and introduce workers to Ontopʼs financial capabilities.
Worker Onboarding & Setup Guide workers through account creation and onboarding processes.
Ensure workers successfully complete identity verification and account setup.
Worker Education & Activation Introduce workers to Ontopʼs platform and capabilities.
Provide guidance on how Ontop works and how workers can manage their funds.
Onboarding Optimization Identify friction points in the worker onboarding journey.
Propose improvements to onboarding flows, communications, and guidance.
Cross-Functional Coordination Work closely with Compliance teams to manage KYC verification processes.
Collaborate with Product teams to improve onboarding experience and flows.
Performance Monitoring Track onboarding performance and worker activation metrics.
Identify patterns in onboarding failures and propose solutions.
2+ years of experience in customer-centric roles such as Growth, Customer Experience, Operations, Product, or Lifecycle Proven experience improving or owning user experiences across key journeys (e.g., onboarding, activation, first use, or similar)
Experience identifying and improving user friction points, with measurable impact on: Conversion rates Completion rates Time-to-action User satisfaction (CSAT or similar)
Experience working with user journeys end-to-end, understanding how users move from one step to another and where they drop off Experience using data and user behavior to propose and implement improvements
Experience collaborating with Product, Support, or Compliance teams to improve user experience Fluent English (written and spoken) is required.
Customer-Centric Thinking Strong ability to understand user behavior, needs, and frustrations. Obsesses over reducing friction and improving clarity.
Comfortable analyzing funnels, drop-offs, and user behavior. Uses data to prioritize improvements and measure impact. Balances quantitative data + user experience intuition.
Hands-on, detail-oriented, and highly accountable. Focused on improving outcomes, not just managing processes. Able to move quickly from insight → action → measurable result.
Experience with CRM / lifecycle tools (e.g., Braze or similar) Familiarity with analytics tools (e.g., Looker, Amplitude, Mixpanel) Strong Excel / Google Sheets.
Start your journey with us.
Send your application and take the first step toward joining the Ontop family.
