Resources / Case study / FinTech (Family Finance)
How Leap Found FinTech-Ready Customer Service Talent Through RemoteOne
Leap, a FinTech app helping parents teach kids about saving and spending, wanted customer service talent who already understood FinTech and KYC. Local candidates were scarce and expensive, so RemoteOne recruited a specialist based in Kenya who was productive from day one.
Client: Leap
- FinTech app for teens & parents
- Remote (resource based in Kenya)
- Ongoing engagement
1
Direct-hire CS specialist recruited
FinTech & KYC
Prior experience across multiple FinTechs
Fast
Onboarded and productive from day one
Excelling
Performing strongly in her role at Leap
The Challenge
Leap (savewithleap.com) helps parents give their kids allowances while teaching them how to save and spend responsibly. As the platform grew, Leap wanted customer service talent who already understood the specifics of FinTech, things like KYC processes, that a generalist support hire simply wouldn't know out of the gate. Finding that kind of specialized experience locally meant a small pool of candidates who were either unavailable or came at a steep price.
The Solution
RemoteOne ran a direct recruitment search built specifically around FinTech customer service experience. The hire, based in Kenya, had already worked across multiple FinTechs and was well versed in KYC and the everyday realities of supporting a financial product, so she was able to onboard and start contributing right away.
A Specific Kind of Experience
Leap helps parents give their kids allowances while teaching them how to save and spend, which means every customer conversation can touch on real financial product details. Leap wanted customer service talent who already understood FinTech, not someone who would need months to get comfortable with the basics of KYC and how financial products actually work day to day.
That kind of experience is hard to find locally. The pool of candidates with genuine FinTech customer service backgrounds was small, and the ones available were often either not free to start or came with a high price tag.
Finding the Right Fit, Remotely
RemoteOne ran a direct recruitment search focused specifically on that FinTech and KYC experience, widening the search beyond the local market. The candidate ultimately hired is based in Kenya and had already worked across several FinTech companies, so she came in already fluent in the world Leap operates in.
Contributing From Day One
Because she already understood FinTech and KYC, she was able to onboard quickly and jump straight into the work rather than spending weeks getting up to speed. She has continued to excel in her role at Leap, making a real difference to the team early on.