Customer Onboarding Team Lead

Job Summary

Driving student success and engagement, the full-time Customer Onboarding Team Lead will manage onboarding processes and a team of Learning Coaches remotely, focusing on improving activation rates and reducing refund requests.

Key responsibilities

• Own and enhance onboarding KPIs, including student activation, engagement, retention, and refund reduction
• Lead and manage three onboarding teams, ensuring strong performance and alignment with business goals
• Analyze onboarding funnel performance to identify friction points and implement data-driven initiatives for improvement

Required qualifications

• 5+ years of experience in onboarding, customer success, retention, or operations, with leadership experience managing large teams
• Proven track record of improving KPIs related to activation, engagement, retention, and customer satisfaction
• Strong people management skills with experience leading high-performing teams of 30 or more
• Data-driven mindset with the ability to analyze performance metrics and make operational decisions
• Experience building and optimizing onboarding processes and workflows