About the role

When a deal reaches pre-onboarding, two things start at once: the legal track, where the order form gets negotiated and signed, and the KYB track, where the customer proves who they are. Today the KYB track has automated emails and no owner, and the person who answers when a customer replies is our Legal Operations Manager, who also carries every legal matter in the company. You take the KYB track off her from day one, own the customer from signed order form to their implementation or onboarding call, and handle the legal admin around order forms so she can do legal.

This is not the job of teaching a customer to use Mesh. Configuration, training and adoption belong to Implementation for larger customers and Customer Success for everyone else, and start after you hand over.

What you will do

• Own the KYB track from the day the case opens. Confirm the right contact after the automated kickoff, and when a customer goes quiet after the reminders, you call, you find the right person, you get the account owner involved. Nothing sits at Waiting for Customer without a human behind it.
• Run KYB and KYC collection end to end. Explain what each document is for, chase on a fixed cadence, answer the questions a CFO or office manager will have. The KYB bot handles the first line; you are the human in the loop behind it. Legal questions go to Mai.
• Keep the record clean so Compliance can review the moment a document lands.
• Handle legal operations for Mai. Prepare order forms from approved pricing, send them through DocuSign, track signatures, record the signature date on the agreement, file the signed copy. Mai approves terms; you run the paperwork.
• Own every rail. US, Israel on Mesh’s own licence, Adyen for the EU and UK, PTC for Canada, NIUM for Singapore and Australia. Each has its own document pack and partner requirements. NIUM is fully manual and you will prepare those cases for Compliance.
• Get every approved customer to their implementation or onboarding call. Once KYB is approved, make sure the call is booked and held. That call is where your ownership ends and Implementation’s or the CSM’s begins.
• Escalate on a schedule. Day 10 to the account owner with one specific ask, day 20 to Compliance leadership. In writing, every time.
• Be a second pair of hands on the operational queue (interwires, credits and debits, deposit refunds) when Compliance needs it.
• Report and improve. Days from signed Order Form to implementation or onboarding call, monthly, plus one process improvement a month.

What we are looking for

• One to three years in customer-facing operations, onboarding, legal operations, support or compliance operations, ideally at a fintech, payments company or B2B SaaS
• Native-level written and spoken English. You will be writing to finance leaders across the US, Israel, Europe, Canada and Asia-Pacific
• Fluent Hebrew. You will run the Israeli pipeline directly with Israeli customers and alongside Compliance and Legal
• Genuinely organised. Forty open threads at once, none dropped
• Careful with paperwork. You will send contracts and record exactly what came back
• Comfortable following up for the fifth time and still sounding like someone the customer wants to help
• Salesforce experience, or clear evidence you pick up systems fast

Nice to have

• Exposure to KYB or KYC document collection, UBO structures, certificates of incorporation or bank verification
• Familiarity with Persona, DocuSign or similar verification and signature tooling
• Experience working a same-day operational queue against an SLA
• Exposure to a regulated environment where your own company holds the licence

Sounds like your kind of challenge?

Send your resume to onboarding-specialist@meshpayments.com, and let’s talk!