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Onboarding Team Lead

United States, Brooklyn, New York 80000.00 - 120000.00 USD / Year · Job Posted February 21, 2026
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Job Description

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. This is a high visibility, operationally focused leadership role. You will lead a small, high impact team operating within a repeatable, metrics driven workflow. You are accountable for enrollment conversion, onboarding throughput, and early customer success. The goal is simple: customers get live fast, expectations are set clearly, and momentum is built from day one. To build operational credibility and deep context, your first three months will be hands on as an individual contributor. You will execute real enrollments, work directly with customers, and learn the systems, integrations, and friction points firsthand before formally stepping into full team leadership ownership.

Job Responsibility

  • Lead and coach a small onboarding team
  • 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
  • Partner closely with Sales to improve handoff quality, readiness, and speed
  • Communicate performance insights, risks, and trends clearly to leadership

Requirements

  • 6+ years of customer-facing experience
  • Minimum of 1 year of direct people management experience
  • Ability to give clear, direct feedback and support rep development
  • Strong prioritization skills
  • Ability to act with urgency and keep teams focused on execution
  • Experience working in high-urgency, metrics-driven operational roles (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 have

  • Bonus experience with small business customers
  • Bonus experience with Google tools, DNS or domain setup, or website troubleshooting

What we offer

  • Equity
  • Full Medical, Dental, and Vision Health Coverage
  • Computer and workspace enhancements
  • 401(k) plan (non-matching)
  • Unlimited vacation
  • 9 company holidays including election day
  • 1 personal volunteer day a year
  • Company-paid Wellhub membership for fitness and wellness
  • Dinner covered with Uber Eats
  • Stocked kitchen
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