KYC Lead, Front Office

Blockchain.com 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.

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.

We’re looking for a proactive and knowledgeable KYC Lead to join our front office team. This position offers a unique opportunity for someone with a solid foundation in KYC and AML to step into a role that blends hands-on operational work with strategic oversight. As a KYC Lead, you’ll be at the forefront of ensuring our customers' onboarding experience is smooth, compliant, and secure. You’ll manage a team of specialists, fostering their growth while maintaining high standards across all processes. This role is crucially front office facing, requiring strong customer experience and communication skills, while also collaborating closely with our mid and back office teams, including Compliance, Finance, and Product teams, to ensure our KYC practices are aligned and effective across the organization.

WHAT YOU WILL DO

• Lead and Manage a Team of KYC Specialists: Oversee and develop your team, ensuring they are equipped to handle day-to-day KYC operations while adhering to AML regulations. Strong emphasis on customer communication and experience is essential.
• Manage Day-to-Day KYC Operations: Guide your team in making informed triage vs. escalation decisions by applying a risk-based approach to nuanced customer scenarios. Ensure all communications are clear, customer-centric, and uphold our high standards of service.
• Oversee Customer Onboarding Processes: Ensure that all customers are properly vetted in line with KYC/AML policies, guiding your team to apply the appropriate level of due diligence while maintaining a positive customer experience.
• Create, Maintain, and Train on SOPs: Take full ownership of your team’s Standard Operating Procedures (SOPs). This includes creating, updating, and maintaining SOPs, as well as ensuring that any changes are effectively communicated to the team and relevant stakeholders. Provide ongoing training to ensure your team is fully aligned with the latest procedures and best practices.
• Train and Mentor Your Team: Develop and instill a culture of critical thinking and risk assessment within the team, ensuring that every team member understands how to differentiate between issues that can be resolved in-house and those that need escalation to Compliance. Emphasize the importance of clear, effective communication with customers and internal teams.
• Instill a Risk-Based Approach Across the Team: Lead by example, demonstrating how to critically assess customer scenarios and make decisions grounded in a deep understanding of AML and KYC requirements. Ensure your team is consistently applying this mindset in their work, while also maintaining a customer-first approach.
• Collaborate Cross-Functionally: Work with Compliance, Finance, and Customer Success teams to refine KYC processes, tools, and workflows, making sure they support effective triage and escalation practices. Ensure that front office interactions are seamless and customer-focused.
• Monitor and Improve Processes: Regularly review team performance, identifying areas for improvement in how triage and escalation decisions are made, and implement training or process adjustments as needed.
• Develop and Deliver Regular Reporting: Provide insights on KYC metrics, with a focus on the effectiveness of triage vs. escalation decisions, the overall quality of risk management within the team, and customer satisfaction.

WHAT YOU WILL NEED

• 3+ years of experience in KYC and AML, preferably within a Fintech or digital assets environment.
• Strong understanding of KYC processes and their importance in preventing financial crime.
• Experience in discerning triage vs. escalation decisions in a KYC/AML context.
• Ability to take a risk-based approach and think critically through complex, nuanced customer scenarios.
• Strong customer experience and communication skills, with the ability to articulate complex regulatory requirements to team members, customers, and stakeholders.
• Experience with transaction monitoring tools and offboarding procedures.
• A proactive mindset with a passion for ensuring customer compliance and security.
• Fluent English, both written and spoken.
• Interest in or experience with cryptocurrencies is a plus.

COMPENSATION & BENEFITS

• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Bonus scheme based on both company and individual performance
• 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.
• Apple equipment provided by the company
• Hybrid role from our office in the heart of Vilnius 
• Work from Anywhere Policies
• Depending on skill set and experience, the salary for this role starts at 45,000 - 65,000 EUR per year

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship. Blockchain makes hiring decisions based solely on qualifications, merit, and business need at the time.

When you apply to a job on this site, the personal data contained in your application will be collected by one or more of the following subsidiaries of Blockchain Luxembourg S.A (each, a “Controller”):

• Blockchain Access UK Ltd.
• Blockchain (GB) Limited 
• Blockchain (US), Inc.
• Blockchain (LT), UAB 

You may contact our Data Protection Officer by email at dpo@blockchain.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf.  Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses.