Onboarding Specialist

About Setu

How do you put a dent in India's economy when most of her population cannot afford insurance, credit, investments, etc. through the formal channels that you and I take for granted Our auto-wallas cannot use Cred, our security guards cannot use Zerodha. There are several examples-you get the idea.

How can we enable them to get on such platforms

The answer-by reducing the cost of distribution. If we break down financial products such as loans, insurance and investments into their fundamental building blocks, and offer them as APIs to businesses, they can then quickly package these APIs into custom apps, tailor-made for their specific customers, instead of a generic one-size-for-all approach that is the norm today.

We believe that fintech will be a core part of every company's offering. And at Setu, we're building the fintech infrastructure that will accelerate this.

Onboarding Specialist

We need you to own the onboarding journey at Setu -the critical first mile that turns a signed contract into a live, revenue-generating customer. You'll lead how startups, enterprises, and regulated financial institutions go from yes to in production on our APIs, making sure every customer experiences speed, clarity, and trust from day one.

As the owner of onboarding, you'll run the playbook across KYC, API integration, compliance checks, and go-live readiness -while working shoulder-to-shoulder with Product, Compliance, Engineering, and Sales to cut time-to-value and eliminate friction. Your focus will be on process rigour, proactive ownership, and building an onboarding function that scales as Setu scales.

In this role, you will-

• lead end-to-end customer onboarding across Setu's fintech API product suite, ensuring smooth, predictable go-lives.
• own onboarding SLAs, time-to-go-live, and activation metrics -and drive continuous improvement against them.
• build and optimize onboarding workflows, runbooks, and documentation that reduce dependency on tribal knowledge.
• partner with Product, Engineering, Compliance, and Sales to unblock customers and close process gaps quickly.
• manage escalations during onboarding and serve as the single point of accountability until the customer is live.
• mentor and grow a team of onboarding specialists, building a high-ownership, customer-first culture.
• use data and customer feedback to influence product and self-serve capabilities that shorten onboarding cycles.

We'd like you to have experience in-

• leading onboarding, implementation, or customer success in SaaS, fintech, or API-first businesses.
• running technical onboarding for products involving APIs, integrations, or regulated workflows (KYC, payments, lending, etc.).
• working with CRM and project tracking tools (Rocketlane, Freshdesk, Jira, Pipedrive or similar) to manage onboarding pipelines.
• building playbooks, process frameworks, and dashboards from scratch -you're as comfortable in a spreadsheet as in a customer call.
• managing cross-functional stakeholders and driving outcomes without having direct authority over them.

At Setu, you will get-

• to work closely with the founding team who built and scaled public infrastructure such as UPI, GST, Aadhaar, and more.
• a fully stocked library and unlimited book and self-improvement budget.
• tickets to conferences and industry events.
• frequent up-skilling sessions by other Setuzens.
• comprehensive health insurance for you and your family, personal term life insurance, and access to mental health counsellors, should you ever need it.

More about Setu

Setu is an acquired entity of Pine Labs, one of the fastest growing fintech companies in India and rapidly expanding its footprint in Asia, UAE, and the US. At Pine Labs, we're looking for those who share our core belief-Every Day is Game Day. We bring our best selves to work each day to realise our mission of enriching the world through the power of digital commerce and financial services. Know more about Pine Labs here!