Customer Onboarding Team Lead

Job Summary

To enhance the onboarding experience and drive early student success, the full-time remote Customer Onboarding Team Lead will manage multiple onboarding teams, optimize processes, and collaborate cross-functionally to improve activation and retention metrics.

Key responsibilities

• Own and improve onboarding KPIs related to student activation, engagement, and retention
• Lead and manage three onboarding teams, ensuring performance aligns with business goals
• Analyze onboarding funnel performance and implement data-driven initiatives to enhance student outcomes

Required qualifications

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