Onboarding Team Lead
About The Position
The Onboarding Team Lead owns one of the most critical moments in the customer journey: the transition from sale to value. This team sits directly between Sales and Customer Success and is responsible for getting new customers set up, enrolled on our service, and successfully live as quickly and reliably as possible. Our Onboarding team focuses on execution, speed, quality and early retention. In this role, you will lead a small, high-impact onboarding team operating within a repeatable, metrics-driven workflow. You will be accountable for enrollment conversion, early customer success, and onboarding throughput. You will partner closely with Sales to ensure clean, consistent handoffs, and work cross-functionally with the rest of the CX Department, Product, Operations, and Data to identify friction points and continuously improve the onboarding experience. This is a hands-on operational leadership role. You will stay close to the work, the metrics, and the people. Success looks like customers getting live quickly, reps consistently hitting clear targets, and onboarding performance improving week over week through disciplined process ownership, experimentation, and iteration
Requirements
- 6+ years of customer-facing experience with a minimum of 1 year of direct people management experience.
- Ability to give clear, direct feedback and support rep development.
- Strong prioritization skills, with the ability to act with urgency and keep teams focused on execution.
- Experience and comfort working in high-urgency, metrics-driven operational roles that have supported: onboarding, activation, implementation, support, CX, or high-volume sales.
- Demonstrated ability to use data to improve conversion, reduce drop off, or increase throughput.
- Ability to interpret onboarding data and make actionable recommendations.
- Comfort working within ticketing systems, queues, and repeatable workflows.
- Proven experience guiding teams through change while maintaining performance and morale.
Nice To Haves
- Bonus experience with small business customers, Google tools, DNS or domain setup, or website troubleshooting.
Responsibilities
- Lead and coach a small onboarding team, while staying closely, ready to get involved in day-to-day execution as needed.
- Own onboarding performance, including enrollment conversion, early success, and retention metrics.
- Create a positive team environment focused on driving consistent customer success.
- Step in to troubleshoot and unblock issues related to Google Business Profile, Facebook, domains, websites, and related integrations.
- Identify bottlenecks in onboarding workflows, form clear hypotheses, and run fast experiments to improve outcomes.
- Run weekly performance reviews grounded in clear metrics and operational data.
- Balance the need to build, refine, and enforce repeatable onboarding processes, while encouraging iteration, improvement, and innovation from you and your team.
- Partner closely with Sales to improve handoff quality, readiness, and speed.
- Communicate performance insights, risks, and trends clearly to leadership.
Benefits
- Full Medical, Dental, and Vision Health Coverage
- Computer and workspace enhancements
- 401(k) plan (non-matching)
- Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
- Company-paid Wellhub membership for fitness and wellness
- Dinner covered with Uber Eats + a stocked kitchen to keep you fueled
- Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
