Team Lead, Onboarding

Responsibilities

Team Leadership & Coaching

• Mentor and support team members by providing guidance with day-to-day responsibilities
• Hold regular 1-on-1s and monitor workflows, efficiency, quality, and performance

Performance Development

• Develop and implement coaching plans that improve team members' skills
• Inspire a positive and supportive work environment
• Manage day-to-day operations including scheduling and resourcing

Customer Escalations & QA

• Address escalated customer concerns through direct de-escalation techniques or by advising team members on effective resolutions
• Collaborate with the QA Lead to develop and oversee Quality Assurance workflows

Process Optimization

• Monitor processes, identify areas for improvement, implement solutions to enhance efficiency
• Conduct cross-functional training sessions to address team skill gaps

Cross-Department Alignment

• Stay updated on product and process updates
• Work with other teams to handle joint customer inquiries
• Report knowledge gaps to be added to internal systems

Revenue & Retention Initiatives

• Implement and oversee initiatives that contribute to achieving revenue goals
• Coach team to impact customer satisfaction, retention, and feature adoption

Product Development Liaison

• Use qualitative and quantitative data to identify enhancements
• Help define detailed use cases, conduct research
• Communicate potential platform issues to Product, Marketing, and Engineering teams

Requirements

• 4+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Bachelor’s degree from an accredited college or university
• Able to perform expected duties with little or no supervision
• Ability to learn new systems quickly, teach them to others, and troubleshoot effectively
• Demonstrated analytical thinking, process development, problem-solving, communication, delegation, and planning skills
• Intermediate experience with Slack, Asana, Google Workspace, Zendesk, and Workday
• Intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR

Preferred Qualifications

• 1+ years of experience working specifically within Onboarding
• 1-2+ years of experience in a supervisory role
• Clear understanding of the software development cycle
• Results-driven, highly empathetic leader comfortable with ambiguity
• Impeccable conversational communication skills