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Bsport Logo Bsport · IT - Administration

Team Lead Onboarding Specialists

Spain, Barcelona · Job Posted February 14, 2026
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Job Description

The Team Lead Onboarding Specialists is responsible for the performance, structure, and quality of the Onboarding team across all markets. The mission is to ensure fast, high quality, and scalable onboardings that directly contribute to New MRR, early churn prevention, and overall customer satisfaction.

Job Responsibility

  • Lead and develop a team of Onboarding Specialists across markets
  • Own team performance: onboarding volume, CSAT, time to go live, 90-day jump
  • Drive growth through coaching, feedback, and performance reviews
  • Ensure consistent onboarding execution across all markets
  • Guarantee adherence to onboarding standards: full setup, migrations, go live readiness, clean handover to Account Managers
  • Prioritize and arbitrate in case of capacity constraints or complex cases
  • Act as an escalation point for high impact or sensitive onboardings
  • Structure, document, and continuously improve onboarding processes
  • Identify recurring friction points: migration, billing, app, widget, CQA
  • Work closely with Migration, Product, Care, and Customer Experience teams to improve the onboarding experience
  • Standardize best practices across markets
  • Contribute directly to securing New MRR
  • Reduce early churn through high-quality onboarding
  • Proactively drive jump prevention, segmentation, and onboarding prioritization
  • Collaborate closely with Country Managers, CS Leads, and Account Managers
  • Track and analyze team onboarding KPIs
  • Provide visibility on capacity and delivery by market
  • Anticipate hiring and workload needs
  • Share structured insights with Customer Growth leadership

Requirements

  • Proven experience in onboarding, implementation, or customer success within a SaaS environment
  • First management experience or strong leadership potential
  • Strong understanding of complex topics: migrations, billing, integrations
  • Process driven and results oriented mindset
  • Excellent cross functional communication skills
  • Comfortable working in a multi market, fast growing environment

What we offer

  • Vibrant office in Passatge St. Joan, Barcelona
  • Hybrid work, with 1 remote day per week
  • Work from anywhere – Travel & work remotely for up to 15 days per year
  • Fitness perks – Exclusive gym benefits tailored for you
  • Health insurance – Fully covered by us
  • Team culture & socials – Join after-work events and team outings
  • Team building & sports – Connect with your teammates through fun activities
  • Paid sick leave – Because your health comes first
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