As a Team Lead Onboarding Experience you will be responsible for delivering exceptional customer experiences and ensuring that our onboarding processes run smoothly and efficiently. Your primary goals will be to maintain high customer satisfaction (CSAT) scores and optimize the time-to-onboard (TTO) for our clients, tailored to their specific offerings. You’ll also be managing a team by providing them with daily guidance and support.

Responsibilities

Client Experience Excellence:

• Guarantee the highest level of client support and satisfaction throughout the onboarding journey.

• Ensure that onboarding KPIs, such as CSAT and TTO, align with our standards and client expectations.

Team Management:

• Lead and manage a team of several onboarders, providing them with daily guidance and support.

• Monitor individual and team performance, using relevant metrics and tools to track progress and identify areas for improvement.

• Foster an environment that encourages team members to excel, grow, and consistently deliver their best work.

Process Optimization:

• Collaborate with other departments like BTM team, Sales Team, Success Team, Care Team  to improve onboarding workflows and tools.

• Identify and implement initiatives to enhance operational efficiency and the overall client onboarding experience.

Operational Excellence

• Anticipate operational challenges by conducting regular audits of workflows, tools, and KPIs.

• Roll out new tools, processes, and best practices across markets.

• Create and maintain a centralized knowledge base for tools, workflows, and best practices to ensure easy access for all team members.

• Monitoring and optimising the team’s staffing and workload plan

What We Are Looking For

• A leader with proven experience managing a team in a fast-paced environment (minimum 2 or 3 years of experience) 

• Strong focus on customer experience and operational excellence.

• Ability to set clear goals, measure performance, and inspire a team to succeed.

• Exceptional communication and organizational skills.

• Analytical mindset with a strong focus on data-driven decision-making.