Onfido Customer Success Associate Reviews

Updated 1 Jan 2018

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3.6
64%
Recommend to a Friend
86%
Approve of CEO
Onfido CEO, CoFounder   Husayn Kassai
Husayn Kassai
5 Ratings
  1. Helpful (2)

    "Best Company I've worked for"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Success Manager in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Onfido full-time for more than a year

    Pros

    passionate and smart team always willing to help. Onfido is the place to be if you want a company that cares about you. The People Team and cofounders spend so much time looking after the employees. Ask anyone from the team the best thing about Onfido and they will say "people" or "culture". also career opportunities, myself and my peers have joined in one role and transitioned to another one as we grow. company cares about careers. good pay vs other startups

    Cons

    nothing comes to mind. fast growing so if you don't like that you may be better suited to a larger company which is more steady.

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    Onfido Response

    April 2, 2018Cofounder & COO

    Thanks so much for taking the time to write a balanced review. And agree with the "fast-growing" comment - it can take some getting used to for those new to startup life.

  2. Helpful (2)

    "great company, loved working there"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Manager in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Onfido full-time for more than a year

    Pros

    great staff great benefits learning a lot good direction

    Cons

    can't think of anything much

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    Onfido Response

    January 1, 2018Cofounder & COO

    Thanks for the review, glad you enjoyed your time here and learnt a lot :)

  3. Helpful (8)

    "Customer Success Associate"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Success Manager 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Onfido

    Pros

    I think working at Onfido is great. To be honest, I don't understand the negative reviews. Yes, customer success is repetitive and the buck stops with us, but that's to be expected in any junior role. But I do think the company does put a lot of effort into career development once we've been here for a 9 months to a year. People who started with Customer Success are now working in compliance, finance, account management, team leads, etc. Anyway, rant over. Other benefits have mostly been said: Great office Generous cofounders - invest a lot of time (onFridays etc) and money (socials and office environment) in the team to make it a good place to work Smart Team Diverse Workforce Ambitious Vision Most Importantly the management team have acted swiftly to try address the issues that people have commented about on Glassdoor which is nice to see.

    Cons

    All the usual Cons you get with a junior role: repetitive work, low starting salary (but we just got pay rises) Company is generally great if youwork in a interesting role

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    Onfido Response

    May 28, 2018Cofounder & COO

    Thanks for this review!

  4. Helpful (27)

    "Glamorous on the outside, concerns on the inside"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Manager in London, England
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I worked at Onfido full-time for less than a year

    Pros

    Employees are vibrant, down to earth people Free Snacks and Drink Company Socials Access to excellent working space away from our workstations Pool table

    Cons

    Having looked through other reviews, I agree with incredibly honest nature of what has been told. Onfido is a young company which prides itself on being the next big innovation. From the beginning of the hiring process to the exit interview, the team are consistently being told about how we are 'The best and brightest and being hired here shows how special we truly are' The honest truth of the matter is that whilst the majority of the hires are those who are incredibly well educated, we as operators (Specifically in the Customer Success/Operations team) are often undermined with laborious and mind numbing data entry that could be completed by someone who has simply completed their A-Levels. Role and Career Progression: The role is advertised as a position where you will operate as an operations team member, before cutting out your own niche within the company, whether it be via team progression or via cross placement (Operations to HR for example). However, only those who meet specific requirements are truly able to move. So what are the specific requirements? It is not hard work or great ideas that get you moved. No, it is one of the following things: - Threaten to leave the company after being frustrated in your current role - Being best friends with one of the hiring managers (This is prevalent in Customer Success especially) - Constantly blaming others for issues that occur so that not only are you 'Helping the SMT fix issues' but also by whistleblowing, you are seen as 'Team First'. That also leads to the hilarious notion of a 'flat hierarchy', which apparently existed back when there were 50-60 people but now it is anything but. Yes, you can raise questions and have your opinions taken into consideration, but they consistently are not taken into consideration due to some in the SMT believing that if they did not come up with it, then it is not a good idea. Salary: This then leads to salary. £20k is ridiculously low within London for someone who is meant to be the 'cream of the crop'. Other firms offer far better packages, but Onfido's hiring team are brilliant at putting up smoke and mirrors with items such as Share Options, gym memberships (Which the majority of us never used), great career progression and a consistent iteration on 'You will be recognised for the work you do'. Team: The people that work at Onfido are fantastic and vibrant people, but there are of course some issues. There is constant whistleblowing at Onfido. The majority of issues that occur are often brought on by simple problems, but people tend to overblow it and don't want to take responsibility for the issues they created, often blaming someone else in the team or another team entirely. This is understandable considering most of us it was our first job out of university and so we were not mature enough to take responsibility and have to take the 'Not mad, just disappointed' speech you would often get from Line Managers. There are certain people in the team who were willing to step up to the plate and help fix these key issues but covering for some team members too long created a 'They will never learn if they do not fail' situation, which led to a decrease in efficiency. Also, seeing engineers often being paid the most in the company by far, and then playing quite a few games of pool a day (There are a few real offenders here and I counted one team member play around 8 games in a day), followed by social chats and lengthy lunchbreaks, it is a real surprise that the platform is functioning. Senior Management Team: The C-Level guys are all excellent in their fields they are focussed on, and I honestly do not envy their responsibilities. However, the level below tends to get a bit murky. Often alot of those in positions of power are somehow unequipped to handle it appropriately and often panic in times of true adversity. I am of course only referring to those who I was on a day-to-day basis with but Senior Team members in our team were often fairly arrogant and had a problem when it came to not getting their way. Often times you would see us making suggestions on improvements and it would fall flat and would be completely disregarded simply because they believed they were superior. Culture: This section is honestly dependent on your personality. Onfido prides itself on its culture and it is based on very valid ideas. However, it is done in the most patronising and childish way possible. As one of the other reviews noted, Onfido uses animals as ways of expressing these qualities, such as pride in your work and working together. This is meant to make you work in the team members favour, with team managers saying 'Be more penguiny' when you are not contributing in the way you should be. Honestly, the worst part about it was the weekly 'Shout-Outs' that it would lead to. Often, these shout-outs were just hollow ego boosters. It got particularly bad when some employees were getting shout outs for 'Cleaning up the dishes in the kitchen', 'Making a great suggestion in a meeting' and the worst being 'For working hard in your job'. For some that works, but for myself and countless others, it is childish and often given to those who complain the most to make them feel happier about working here. Relationships within Onfido: This is the worst part. If you are a normal Joe Bloggs applying for a role, expect to go through rigorous (and often unnecessary) testing to prove your worth. However, if you are close with a Senior Team Member, then expect to coast through and be put at the top of the list. In customer success, alot of us grind each day to help the candidates we are working on, with the hope that we are able to progress into different areas of the business. However, nepotism has a real grip on Onfido, and certain team members are given preferential treatment and a fast track to more lucrative and powerful positions. Also, they are often given higher salaries and often do not take their responsibilities well, meaning they can coast and gain credit whilst others do the dirty work.

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    Onfido Response

    January 30, 2018Cofounder & COO

    Hi there, It’s Eamon here, thanks for your detailed and direct review. It’s disappointing to see that things didn’t work out for you at Onfido, although I’m grateful for the acknowledgement that Onfido’s team, socials and work environment were all things that you enjoyed during your time with us. I understand your point about career progression, especially as I can see from your review that you worked in Service Delivery, and left Onfido around a year and a half ago. The truth is that you’re right; during 2016, we hired the wrong profile of person for our SD roles and, as the product matured and internal SD work became more routine, we didn’t recognise that fast enough and change our hiring practices accordingly. Happily, that was something we had an open - if difficult - internal discussion about. Things are now very different; our internal Service Delivery Team no longer do any of the manual work you describe, instead focusing on more challenging tasks like training and managing partnerships. On your point about the Team, I can again understand where you’re coming from. In 2016, we were a company staffed in the main by graduates - and we were all finding our feet together. I can believe that some of the frank conversation that needed to happen came across as ‘whistleblowing’, and we’ve since had two company behavioural OKRs - one about giving feedback, and one about taking responsibility (known internally as ‘reflections’). Things still aren’t perfect, but we’re working hard on them. I agree with you that your response to Onfido’s culture is dependent on your personality - and acknowledge that, for you, the animal symbols and shout out system came across as patronising. The intention of the symbols is to create a shared shorthand, so we can quickly refer to much more complex ideas with a few simple words. Shout outs are designed to provide recognition. Of course, I nevertheless hear that this just didn’t work for you; the lesson here, as with role-fit, is for our recruitment team and hiring managers to learn. We should have done a better job at helping both sides identify that this wasn’t going to be a good fit for you. Finally, to your point about relationships at Onfido, I can confirm that everybody goes through a highly structured interview process. For each role, we identify key competencies and a framework via which we’re going to test and evaluate those competencies. Nobody is hired unless they have shone at interview. It sounds from your review that you left a little while ago, I hope you've found a great new role somewhere.

  5. Helpful (15)

    "Only if negative stars existed"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Success Associate in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Onfido for less than a year

    Pros

    Free Breakfast Pool table Half price gym Free yoga and gym classes Good location Nice colleagues

    Cons

    Pay: Marginally more than the dole. Marginally. To be precise, the company pays the equivalent of £9.61 an hour, assuming that lunches are unpaid. Whether my lunch hour was paid for by the company or not, has not been explicitly mentioned in my contract of employment. Therefore including my lunch hour, I was being paid £8.55 an hour, 85p less than the London Living Wage of £9.40. When the role was advertised and in my contract, it was stated that the pay would be £20,000 per annum without clearly stating the working hours would be between 40-45 hours a week. The base pay for this role has actually gone down to £18,000 per annum with the same 40-45 hour week, reducing the pay including lunches to £8.65/hour and excluding lunches to £7.69/hour (the national minimum wage is £7.20). Just a disclaimer, these calculations are based on pre-tax wages and I am not an economist or an accountant. But the pay is terrible. Role: Boring, dull, repetitive. Lots of passports. Thoughts on company: Read other reviews. Good idea, co-founders lack professionalism and expertise. Everyone is underpaid, overworked and fed up- great atmosphere (hope you get sarcasm). There are a lot of shortcuts in the way they operate and that is alarming for a company that deals with sensitive personal information and interacts with high-end clients and government departments. Career progression: In all honesty, mostly no one knows what they are doing and have little to no experience in the background checking industry- it is a terrible place to start your career. I went into this role thinking this was a graduate role. With graduates, many have very little office experience. They need to be nurtured and given a proper support network. But also to be taught to take constructive criticism as a means of improving one’s self instead of acting rashly out of emotion. The lack of professionalism and blame culture at Onfido could impair an individual’s capacity to form healthy professional relationships with future colleagues if that is the only way they have been shown to behave in frictional and difficult situations in a work environment. Expectation of the role: When being interviewed for the role I was told that 80% of the checks were automated whilst it is probably fair to say that it is more 10% of the checks are automated. So we the Customer Support Associates were affectively providing the service. If the hiring managers were more up front about the role, I probably would have taken the role but with a more realistic expectation of the role. I knew working in a start-up was a risk, but I expected to have more of a voice in trying to help improve the product and the company than I did. Being critical or stating the problems was frowned upon. Management would rather stick their heads in the sand and hope the problem will blow over. They preferred a cowardly ‘solutions first’ approach to resolving problems: So you say what the problem is and then state a solution the problem at the same instance. Which means that problems were not prioritised accordingly and that many solutions were quickly implemented without properly discussing the pros and cons of the solution. However, a fair few were attracted to this role as they felt it would give them an insight to how a start-up works. As stated previously, the co-founders have very little experience themselves. They too are learning how a start up works, as well as everyone else in the company. It is an education: Just a very disorganised, chaotic educational journey. Should you apply? Although I have mentioned a lot of negative things about working here, a lot of these issues have been acknowledged and hopefully are being worked on by the company. But I do doubt their ability to rectify these problems. This is mainly because of their in ability to take on criticism and to reflect on their weaknesses; and their solutions first approach to problem solving. It’s not a bad “go between” if you need a stable job until you find what you want; the people are nice, friendly and genuinely a good laugh. But this is probably not going to be your big break. It is easier to stay motivated if you have a career plan. If you are unsure what path (professionally or personally) you want to take, you may be better off working in a more structured environment. Lastly, STOP DOING ONFRIDAYS AND FIRESIDE CHATS! They are as patronising and engaging as school assemblies.

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    Onfido Response

    January 30, 2018Cofounder & COO

    Hi there, It’s Eamon here, thanks for your review. I’m sorry to hear that your time at Onfido didn’t work out. That said, I’m glad that you think there are some things we are doing right - we’re very proud of the people we employ, and like you we think they’re a fantastic bunch! We also work hard on employee wellbeing; the attention we give to things like gym, yoga and office socials is very deliberate and designed to support people as whole humans. We’ve actually introduced even more of these sorts of benefits since you left - for example, we’re very proud of our collaboration with Sanctus (https://sanctus.io/). On your point about salaries, Onfido spends significant time assessing its employees’ basic pay and making adjustments where necessary and appropriate. However we also spend significant resource on things like benefits, learning and development, company socials and wellbeing initiatives like Sanctus. All Onfido employees are also shareholders, so basic salaries are not the only measure of compensation that we use. In short, Onfido will never be the highest nor the lowest paying company, but we do invest significant effort in ensuring that we’re in touch with the market - and that we’re applying that market data fairly. I understand your points about career progression and role description, especially in Service Delivery in 2016. If I may, I’m going to cut and paste from another response - so apologies if it sounds familiar! I understand your point about career progression, especially as I can see from your review that you worked in Service Delivery, and left Onfido around a year and a half ago. The truth is that you’re right; during 2016, we hired the wrong profile of person for our SD roles and, as the product matured and internal SD work became more routine, we didn’t recognise that fast enough and change our hiring practices accordingly. Happily, that was something we had an open - if difficult - internal discussion about. Things are now very different; our internal Service Delivery Team no longer do any of the manual work you describe, instead focusing on more challenging tasks like training and managing partnerships. Finally, to your point that my cofounders and I are inexperienced; as yougn founders, that’s somewhat inevitable. As a result, though, we're hungry to learn - whether from business books you mention, from our network of investors and advisors, from the Onfido Team or from our Exec Coach that we meet at least weekly. In addition, we've made a very conscious decision in the last 18 months to hire some seriously experienced people - including our VP Sales, CRO and CPO, to supplement our own knowledge and ensure the leadership team has the balance it needs. I hope that you’ve now found a role that you’re thoroughly enjoying, and thanks again for the time that you took to share your experience.

  6. Helpful (21)

    "Ambitious Co-Founders who have lost vision of the conditions within the grass-roots of the company."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Success Associate in London, England
    Doesn't Recommend
    Negative Outlook

    I have been working at Onfido

    Pros

    Generous snack supplies. Company socials. Easy interview process. Flexible working hours.

    Cons

    Onfido sells itself as a dynamic and exciting start-up for those interested in exploring the possibility of working for the company. To say that Onfido is an 'exciting' start-up would be an great overstatement. To be specific, this is mainly aimed at the Operations/Customer Success department, where a large number of graduates work. The job role has been greatly misold to many perspective and current employees, promising great career development. However, many are instead left mindlessly entering data into a computer on a daily basis. It doesn't take a university graduate to become a 'specialist' in doing identity checks, and processing hundreds of documents a day. This job is probably more appropriate for those who have obtained A-levels as their highest qualifications. Many who join soon feel underwhelmed and disappointed, and sadly end up utilising Onfido as a platform to secure a more lucrative career elsewhere. It is therefore no surprise that the turnover rate is increasing within the company. The fact of the matter is, Onfido is losing a lot of its gifted talents to more organised and competitve firms offering better career development and training. After all, why would John Smith who has a masters degree in economics from UCL or LSE stay in a role where his primary task is data entry all day long! In terms of the salary, the standard is extremely low for London (£20,000), yet some others within the company such as some engineers are overpaid almost two times that salary only to socialise and play pool all day. One of the incentives that Onfido does offer is a share package. Even then, this means very little to the average university graduate, who would more than likely explore his/her career options, let alone stay in the same company for four years in order to fully access of his/her shares. Although the above has been raised to the attention to HR and the co-founders countless of times, the company remains inflexible in making Operations/Customer Success associates feel valued. It is true that a degree a flatline hierachy exists within the company, where you are welcome to voice your opinions and thoughts. However, this means little when you aren't renumerated for the hard work you put in. Instead you are awarded a 'shout-out' in the weekly company meetings. The values (based on four animals and their qualities) are often drilled into employees, with the expectation that your work is carried out with said animals in mind. This does not contribute to the 'funness' of the job. On the contrary, many just end up feeling patronised, having not able to just get on with work maturely. Any person with minimal work experience and a sense social awareness does not need to be told that they have to be a 'penguin' in order to be a team player, or a 'chimp' to learn from others. These are qualities that are naturally taught to us through education and work experience. To add, the structure of your trimonthly performance reviews are based on these values. Therefore if you are an intelligent and hardworking individual who does not fit into the above, look forward to a negative performance review. Finally, as much as the company vehemently denies it, there is most definitely an air of nepotism that exists within the firm. If you have certain ties with senior management (be it a family member or close friend), expect to bypass interviewing processes, and expect a much better salary. This has of course infuriated many new joiners who have worked hard and tirelessly to prove themselves, only to then be undercutted by a friend of one of the co-founders. As the Customer Success team, we are ' the very heart of the company', yet we are also at the very heart of being mismanaged and underpaid.

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    Onfido Response

    January 30, 2018Cofounder & COO

    Hi there, It’s Eamon here, thanks for the review. I’m glad to see that our socials, snacks and flexible working hours worked for you - those are all things that we care a lot about! I understand your point about career progression, especially as I can see from your review that you worked in Service Delivery, and left Onfido around a year and a half ago. The truth is that you’re right; during 2016, we hired the wrong profile of person for our SD roles and, as the product matured and internal SD work became more routine, we didn’t recognise that fast enough and change our hiring practices accordingly. Happily, that was something we had an open - if difficult - internal discussion about. Things are now very different; our internal Service Delivery Team no longer do any of the manual work you describe, instead focusing on more challenging tasks like training and managing partnerships. On your point about salaries, Onfido spends significant time assessing its employees’ basic pay and making adjustments where necessary and appropriate. However, at Onfido, we also spend significant resource on things like benefits, learning and development, company socials and wellbeing initiatives like Sanctus. All Onfido employees are also shareholders, so basic salaries are not the only measure of compensation that we use. In short, Onfido will probably never be the highest nor the lowest paying company, but we do invest significant effort in ensuring that we’re in touch with the market - and that we’re applying that market data fairly. Finally, on your point about the values, I acknowledge and respect your perspective - and think it comes down to ‘horses for courses’ (sorry for another animal metaphor)! What I mean is, I’m sorry that our values system struck you as patronising, and that the link between our performance review system and our values frustrated you. However, as you know, the four behaviours which underpin our culture are tremendously important to Onfido and have contributed to our success. We therefore do take them seriously and will continue to do so, but have refined our process for checking ‘fit’ with those values during our interview process. I hope that you’ve found a new role which you are loving, and am grateful to you for the time you took to leave this review.

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